Employee motivation under external control

Transcription

1 Employee motivation under external control - A study of financial advisors at large Swedish firms Master s thesis within Business Administration Author: Tutor: Jönköping May 2015 Jesper Bergström Andreas Gustafsson Karin Hellerstedt

2 Acknowledgement First of all we would like to dedicate a special thanks to our tutor, Karin Hellerstedt, for your guidance during the process of this thesis. Further we would like to thank all the opponents, for your valuable advices. We would also like to express gratitude to all the respondents, who dedicated their time for our interviews. Thank you. Jönköping, Sweden, May 2015 Jesper Bergström Andreas Gustafsson

3 Master s Thesis in Business Administration Title: Author: Tutor: Employee motivation under external control Jesper Bergström Andreas Gustafsson Karin Hellerstedt Date: Subject terms: Management, Financial advisors, External control, Motivation, Work motivation, Management control systems, Reward systems Abstract Background Due to the increased complexity of the Swedish financial market, the increased demand for financial services and the increased number of financial advisors, the role of financial advisors is important on the financial market. The external control from Finansinspektionen has been increased in order to eliminate rogue advisors and this type of control often affects employees motivation in a negative way. Because of the important role financial advisors have on the financial market, it is essential that they are motivated in order to perform well in their profession. Purpose The purpose of this study is to investigate how the external control affects the work motivation of financial advisors and how motivational factors could be used when designing a management control system in a context characterized by high external control. To answer this purpose, this thesis answers these following three research questions: 1. What do financial advisors perceive to be the most effective motivational factors? 2. How does the external control influence the motivation of financial advisors? 3. How could the work be designed to maximize the motivation of financial advisors? Method In order to fulfill the purpose of this study, we have a qualitative approach were we conducted ten semi-structured interviews with financial advisors. The financial advisors are working at two large Swedish financial advisory companies. Findings/Conclusion After analyzing the empirical data, with relevant theories, interesting findings were made. In general, the external control from Finansinspektionen is interpreted as unmotivating by financial advisors. To counter this, it is important that the employers invest resources to develop IT-systems that minimize the time spent on these work tasks. The administrative work, which arises from the external control, would become more effective and not so time consuming. The management control systems must be designed so that they maximize the motivation of the advisors. Employers must also use correctly designed reward systems in order to have motivated employees. Practical Implications This study contributes to important findings for managers in Swedish financial advisory companies. Since the management control systems could be designed in another way to maximize the motivation of the financial advisors, this study is an important contribution to the financial sector, where the financial advisors operate. Keywords Management, Financial advisors, External control, Motivation, Work motivation, Management control systems, Reward systems.

4 Table of Contents 1 Introduction Background Problem discussion Purpose and research questions Delimitations Disposition Theoretical Framework Introduction Motivation Reward systems Theoretical summary Methodology Research approach Data collection Research quality Empiric result Respondent A Respondent A Respondent A Respondent A Respondent A Respondent B Respondent B Respondent B Respondent B Respondent B Analysis Respondent A Respondent A Respondent A Respondent A Respondent A Respondent B Respondent B Respondent B Respondent B Respondent B Analytical summary Discussion What do financial advisors perceive to be the most effective motivational factors? How does the external control influence the motivation of financial advisors? How could the work be designed to maximize the motivation of financial advisors? i

5 7 Conclusions and further research Conclusions Managerial and societal implications Suggestions for further research Figures Figure 1 - Hierarchy of needs (Maslow, 1943)... 7 Figure 2 - Deci & Ryan (2000) p Figure 3 - Theoretical summary Figure 4 - Illustration of actions Tables Table 1 - List of theories and authors... 6 Table 2 - Two- factor theory (Herzberg, 1968)... 8 Table 3 - Interviews Table 4 - Respondent personals Table 5 - Actions Appendix Appendix ii

6 1 Introduction In this chapter the background to the field of study is presented. How financial advisors operate in Sweden and where the external regulation comes from. A short introduction and background to motivation theories and management control systems is included. We discuss the problem and what motivates this study to be conducted. From the problem discussion the purpose of this study grows, and in order to fulfill it, there are three research questions. The study s delimitations and disposition is presented as well. 1.1 Background The Swedish market for financial services has become more complex over the last 10 years. The reason for this is that the number of financial products has increased drastically (Finansinspektionen, 2014). Due to the increased complexity of the financial market, Swedish consumers find it more difficult to understand and evaluate different financial alternatives. Generally, Swedes do not have the knowledge and skill to understand the complex products functions and nor do they have time to compare different products against each other. However, the effects on the consumers private economy is depending on the choices they are making on the financial market (Finansinspektionen, 2014). To cover the lack of knowledge and skills about their pensions and savings, consumers often hire financial advisors that provide them with the knowledge and skills needed in order to do their investments. The demand for financial advisors and their services has increased and the number of financial advisors has increased steadily for the last 10 years (Finansinspektionen, 2014). Financial advisors are defined as traders that provide clients with advice regarding investment of the consumers financial assets, such as retirement savings (Finke, 2012). Since the role of the financial advisor has become more important to regular Swedes they play an important role in the Swedish financial market. Due to the financial advisors important role on the financial market and for consumers private economy, it is important that the person is motivated to perform at his/her best with the client s best interest in mind. Maslow (1943) defines motivation as a concept that works as a driving force for an individuals actions and Imsen (2006) defines it as a concept that provide the individuals actions with an extra driving force. In order for an organization to run in a productive way, motivated employees are essential (Bakke, Fivelsdal & Lindkvist, 2006). There are a lot of factors that influence individuals work motivation. A survey done by the Swedish survey company Universum shows that among Sweden s top employers, factors that motivate employees (except for salary and benefits) are appreciation, feedback and knowledge transfer (Tuvhag, 2013). It is important that management control systems are designed to motivate the financial advisors in a positive way (Merchant & Van der Stede, 2012). If employees are not motivated they will not be productive in their work (Warren, 1989). Hackman and Oldham (1976) talk specifically about work motivation, which includes important aspects such as achievement, recognition and personal growth for the work to be motivating. Work motivation is influenced by how the organizations management control systems are constructed. One of the most common management control system is the monetary bonus system. Financial advisors salaries are largely composed of a monetary bonus, which is regulated by a bonus system. What the financial advisor will receive in bonus depends on how much they 1

7 sell for. It is important according to Anthony and Govindarajan (2007) that the bonus system is designed correctly to serve its purpose to motivate the financial advisors. Persson (1994) states that bonus systems often lose their motivating force in the long term. The bonus system should also serve as guidance for the financial advisors actions, so the actions are in line what the organization expects from them (Persson, 1994). There are different kinds of rewards that are often divided into monetary and non-monetary rewards (Svensson & Wilhelmsson, 1989). According to Svensson and Wilhelmsson (1989) nonmonetary rewards can be more motivating than monetary rewards but it is a challenge to determine which of the two to choose in a given situation. Since the market is growing and financial advisors have a strong impact on consumers private assets, authorities have ascertained that there is certain requirements financial advisors need to meet when practicing their profession (Finansinspektionen, 2014). The Swedish financial markets and their participants are regulated and overseen by the Swedish financial supervisory authority, Finansinspektionen. Financial advisors must also follow certain laws when interacting with clients. According to the law (2003:862) about financial advice to consumers, financial advisors must clearly distinguish between counseling and sales (Swahn & Wendleby, 2005). It is also important (according to law 2003:862) that the financial advisor possesses the right competences and documenting the entire counseling session (Finansinspektionen, 2014). In order to ensure that the financial advisor possesses the right competence, they must be licensed professionals. In Sweden the organization that provides the certification to practice financial advisory is called SwedSec. In order to be a licensed financial advisor, a SwedSec test must be conducted. The SwedSec license must also be renewed annually. The regulated documentation of each counseling can be used to check that the financial advisor has followed the regulations. In those cases when the financial advisor does not follow the laws and regulations, he/she has a legal liability. Finansinspektionen also has the authority to hand out sanctions and retract the financial advisor s license to provide financial services. This legal control mechanism of financial advisors is a form of action control. According to Merchant and Van der Stede (2012) action control is a direct form of management control and employees freedom of actions are limited. This is to make sure that the financial advisors always take necessary actions such as documentation. Merchant and Van der Stede (2012) also describe result control and social control as parts of management control systems. These management control systems can be used to explain how financial advisors are controlled and how that affects the motivation of their work. Result control is a management control system that controls the employees objectives. To achieve the objectives the employees are empowered in which actions they take. For financial advisors, result control is related to their freedom in their counseling to find the best solution for every client. Social control is divided into personnel control and cultural control. Personnel control is about the employees tendencies to motivate or control themselves. In order to achieve this, Merchant and Van der Stede (2012) mentions employee selection, training and job design as three main parts. Culture control is about that the group should create a group pressure that makes it harder for individuals to not follow the organizations norms and values. 2

8 1.2 Problem discussion As mentioned above, due to the increased complexity of the Swedish financial market, the increased demand for financial services and the increased number of financial advisors, the role of financial advisors is more important than before (Finansinspektionen, 2014). Swedes are getting more prone to seek financial advise before acting on the financial market (Finansinspektionen, 2014). The profession of financial advisory is different from many other sectors. In order to practice financial advisory, the advisors must follow laws and regulations in order to continue practicing their profession (Finansinspektionen, 2014). This external control of the day-today work is unique and most work motivational studies have not been conducted on this type of cases. Therefore we find it relevant to investigate how this kind of environment affects the motivation of the individual. Also, it is important to learn more about how different management control systems work in this kind of environment. We have found that previous studies have focused more on the benefits with what the new regulation from Finansinspektionen has contributed with, but not related to employee motivation. There is a gap of knowledge to be fulfilled. Financial advisors influence and effect on the consumers private economy is high. This means that the consumers behavior on the financial market is highly impacted by the advice from financial advisors. It is important to ensure that the financial advisors are conducting their work well, and at the same time keep them motivated to offer the best solutions to their clients. If the financial advisor acts without the clients best interest at heart, the clients hard earned retirement funds and savings might be in jeopardy. Employees who are not motivated will not be productive in their work (Hackman & Oldham, 1976). We found that most previous studies on the motivation of financial advisors have been conducted in other countries with different cultures. For example, USA has a more individualistic culture while Sweden has a more collectivistic culture (Hofstede, 1984) where different motivational factors might work differently. A few studies have been conducted on the Swedish market, but they mostly focus on bonus systems and not a broader view of motivational factors. Therefore it is important to investigate what incentives have an effect on financial advisors is Sweden. The external control from Finansinspektionen was not constructed with the motive to affect the motivation of financial advisors, but to make it difficult for rogue advisors to operate on the Swedish market. However, if the external control leads to less motivated financial advisors, it might lead to poor performance and consumer losses. In order to get an insight into how financial advisors are controlled in their work, and how the control can be related to their motivation, the design of the management control systems are important (Merchant & Van der Stede, 2012). Due to the financial advisors role of the financial market, it is important to design the motivational incentives in a way that enables the advisor to perform at his/hers very best. We found that there is a lack of studies that investigates how motivational incentives should be designed in a highly controlled profession. 3

9 1.3 Purpose and research questions This study will be conducted with the purpose to: Investigate how the external control affects the work motivation of financial advisors and how motivational factors could be used when designing a management control system in a context characterized by high external control In order to fulfill the purpose of the study, the following questions will be investigated: 1. What do financial advisors perceive to be the most effective motivational factors? 2. How does the external control influence the motivation of financial advisors? 3. How could the work be designed to maximize the motivation of financial advisors? 1.4 Delimitations This study will focus on financial advisors at two large companies in Sweden. Only independent financial advisors will be included. Independent financial advisors can choose from any financial instrument and products on the market. Dependent financial advisors can only choose products and instruments after what the company they work for have in their portfolio. The study will not include: Financial advisory outside of Sweden Financial advisors working for small companies Dependent financial advisors 1.5 Disposition This study consist of seven different chapters as described below: This Introduction chapter contains the background to our subject and the problem that motivates the conduction of this study. The study s purpose and the three research questions this study will answer in order to achieve the purpose is presented. The theoretical framework chapter contains two research areas; motivation and reward systems. In order to clarify the theories there is a theoretical summary in the end of the chapter that explains how the different theories relate to each other and to motivation. Methodology chapter, which presents the strategy and design of the study and the reasoning behind the chosen strategy and design. This study is of a qualitative character and is based on ten semi-structured interviews. The methodology chapter also describes the empirical data collection and how the quality of the study is assured. The empirical result chapter presents the findings of each interview and in the analysis chapter we analyze each interview individually with a summary of all ten interviews in the end of the chapter. In the analysis chapter, we connect our findings and explain it using the theoretical framework. In the discussion chapter, we add our own thoughts to the analytical results from the previous chapter and it is divided into each research question in order to make it clear what our findings show. 4

10 The last chapter is the conclusion chapter, which summarizes the study s findings in each research question. In this chapter the managerial and societal implications are described and our recommendations for further research as well. 5

11 2 Theoretical Framework In this chapter, seven of the main theories will be examined and explained further. The theoretical framework consists of two main areas; motivation and reward systems. In the end of this chapter, there is a summary that explains how the different theories relate to each other and to motivation. 2.1 Introduction In this study there are seven main theories and each is examined and explained in this chapter. These seven theories are the groundwork and base of this study s analysis. When choosing literature for this study, we have gone back to the original source within each topic and mixed these with current relevant sources. In this way, the study gets a relevant theoretical framework in the area within motivation and management control systems. According to Bryman and Bell (2011) a relevant theoretical framework is essential for the trustworthiness of this study. The literature used in this study should increase the trustworthiness. A list of theories can be seen in Table 1 below: Table 1 - List of theories and authors Theory Main author Publ. Year Motivation Maslow 1943 Two-factor theory Herzberg 1968 Job characteristics model Hackman & Oldham 1980 Self-determination theory Deci & Ryan 2000 Management control systems Merchant & Van der Stede 2012 Goal-setting theory Locke & Latham 2006 Reward Systems Anthony & Govindarajan Motivation Motivation is a concept that has been well explored since the 1930 s (Steers, Mowday & Shapiro, 2004). In the early 1900s Henry Ford invented the assembly line production. This invention resulted in that the variety of the workday now became monotonous for the employees (Steers et al., 2004). The employees at Ford Motor Company started to criticize the new concept and the willingness to work decreased (Bendix, 1956). Researchers started to take an interest in the fact that work morale suddenly decreased. The motivation concept started to emerge from this phenomenon at Ford Motor Company (Steers et al., 2004). Motivation can be defined as a driving force to an individual s actions (Maslow, 1943). In order to have a productive and successful organization it is essential to have motivated workers (Bakke, Fivelsdal & Lindkvist, 2006; Herzberg, 1968; Warren, 1989). One of the most famous and cited researchers in the motivation area is Abraham Maslow (Steers et al., 2004). Maslow s theory states that there are five levels of needs that humans have and need to fulfill (see Figure 1). The hierarchy of needs shows how an individual becomes motivated related to the five levels in the hierarchy (Maslow, 1943). 6

12 Self- actualiza[on Crea&vity, Problem solving, Authen&city, Spontaneity Esteem Self- esteem, Confidence, Achievement Social needs Friendship, family Safety and Security Physiological needs Air, shelter, water, food, sleep Figure 1 - Hierarchy of needs (Maslow, 1943) An individual s needs are divided into five levels. According to Maslow (1943), needs in the lower level must be fulfilled before moving upwards in the hierarchy. According to Maslow (1943) the three first levels are the most fundamental and Maslow mentions these, as deficiency needs. The first level of needs is the physiological needs, basically what humans need to have in order to survive. The second level of need is safety and security and the third need is the social needs such as friendship and family. The fourth level in the hierarchy consists of self-esteem, confidence and achievement and for this step to be fulfilling it is important that the individual feel good about themselves (Maslow, 1943). To get recognition for work that has been performed is also sufficient in this step. The fifth level of needs consists of self-actualization and it is important at this level that the individual has the opportunity to use his or her competences and experiences in their work related activities (Maslow, 1943). Some researchers have criticized Maslow s hierarchy of needs over the years. One of the most acknowledged researchers that has criticized the theory is David McClelland (1987) who states that a level of need must not be fulfilled before moving up in the hierarchy and that the needs differs a lot depending on ethnic conditions. Further McClelland (1987) mention that the Maslow (1943) theory is relevant since McClelland s (1987) own research is based on Maslow s (1943) model Work motivation Maslow s further studies focused on motivation related to work. Work motivation can be defined as the set of internal and external forces that initiate work-related behavior, and determine its form, direction, intensity, and duration (Pinder, 1998, p. 11). According to Maslow (1987) it is important that managers trust their employees to do a good job without 7

13 micro managing and this in turn leads to increased motivation. Trust means that the managers provide their employees with freedom of actions and this can be related to the fifth level in Maslow s hierarchy of needs (Steers et al., 2004). Herzberg (1968) is one of the leading researchers in the area of work motivation. Herzberg s two-factor theory describes which motivational factors are affecting employees and how the factors create job satisfaction or dissatisfaction for the employees. According to Steers et al., (2004) Herzberg s theory in general describes work motivation as something that appears when employees face a challenging work activity that they get appreciation and recognition for. Herzberg s two-factor theory builds on Maslow s hierarchy of needs but Herzberg focuses only on motivation at work (Steers et al., 2004). The two factors are distinguished between hygiene factors and motivation factors (see Table 2). Table 2 - Two-factor theory (Herzberg, 1968) Hygiene Factors Salary & Job Status Working Conditions Company Policy & Benefits Working Relationships Motivation Factors Achievements Recognition Personal Growth Responsibility Herzberg (1968) argues that hygiene factors cannot create motivation for the ees. However, if they do not exist or do not reach a satisfying level, the hygiene factors will decrease the work motivation among employees. The lack of hygiene factors will also cause dissatisfaction among the employees. Examples of hygiene factors can be salary, benefits, work relationships and overall working conditions. According to Steers et al. (2004) Herzberg s hygiene factors can be related to the hierarchy of needs first three levels. Motivation factors increase the motivation for employees when these factors are present and they also create job satisfaction (Herzberg, 1968). Examples of motivation factors can be recognition, achievements, level of responsibility and need for personal growth. It is important according to Herzberg (1968) and Maslow (1943) that the employees get recognition for the work they are delivering. Further they mention that the employees need freedom in their work in order to be highly motivated. According to Steers et al. (2004) responsibility is a key factor in both Herzberg s and Maslow s theories regarding motivated employees. Employees need to have some sort of control over their work situation and the tasks they perform (Maslow, 1943; Herzberg, 1968). Hackman and Oldham (1976) have also studied motivation in relation to work. They have further developed the research about work motivation (Steers et al., 2004). According to Hackman and Oldham (1976) work motivation is influenced by how well the employees and the work design match each other. If they correspond well, it leads to higher motivation (Hackman and Oldham, 1980). In their job characteristics model, they argue that there are three factors that affect the employees motivation: Meaningfulness of work, Responsibility and Knowledge of outcomes (Hackman & Oldham, 1980). Each of these factors is described below: 8

14 Meaningfulness of work - It is important that the employee finds meaning in the work they perform, and that the work they perform has a positive outcome for others involved (Gomes et al., 2013; Hackman & Oldham, 1980). Responsibility - It is important that the employees feel that he or she can take responsibility for the outcome result (Hackman & Oldham, 1980). Employees will become unmotivated if the work tasks are standardized or if the work tasks are simple enough that anyone can perform the tasks (Hackman & Oldham, 1980.). Knowledge of outcomes - Employees need to be informed about the outcome of their work and be given feedback so they can improve their work over time (Hackman & Oldham, 1980). It is also important that his or her work is being emotionally connected to someone that has been affected by the outcome. In this way a purpose for the employees appears and motivation will rise (Hackman & Oldham, 1980). In addition to these three factors, Hackman and Oldham (1980) mention two more important factors in work motivation. The first factor is about freedom in how the work should be done (Hackman & Oldham, 1980). Further it is important that the employees are involved in the planning of the work process (Hackman & Oldham, 1980). The second factor is about feedback in the employees work (Hackman & Oldham, 1980). Employees need feedback on their work performance and this is also important in order to increase the knowledge over time (Hackman & Oldham, 1980). Hackman and Oldham (1980) also mentions that it is important that the employees have clear goals to work towards and this should be related to how difficult the goals are to achieve Self-determination theory Theories about self-determination have been studied since 1970s and Edward L. Deci and Richard M. Ryan developed it. Over time the concept has continued to develop, due to the large number of scholars that have done research in the area (Gagne, 2014). In the self-determination concept, Deci and Ryan (1985) distinguish between internal factors and external factors that affect the individual s motivation. Deci and Ryan (2000) calls the two factors intrinsic and extrinsic motivation. Intrinsic and extrinsic motivations are each other s polar opposites, either motivation arises within the individual (intrinsic motivation) or motivation arises from external rewards (extrinsic motivation) (Deci & Ryan, 2000). Figure 2 illustrates the self-determination theory. The two main categories of motivation is intrinsic and extrinsic motivation. To the far left is amotivation, which is not either intrinsic or extrinsic motivation. Extrinsic motivation has four sub-categories and the further to the right they are illustrated, the more internal causality they have. 9

15 Figure 2 - Deci & Ryan (2000) p Intrinsic motivation Intrinsic motivation was developed as a criticism to Skinner (1953) who claimed that all actions are motivated by rewards such as food and money (Deci & Ryan, 2000). Intrinsic motivation is defined as the doing of an activity for its inherent satisfactions rather than for some separable consequence (Deci & Ryan, 2000, p. 56). Employees act because of a driving force that appears from within the individual and not from external factors such as monetary rewards (Gagne, 2014). Furthermore, Deci and Ryan (2000) argue that employees start to act because something is fun and/or challenging. According to Gagne (2014) intrinsic motivation is when the employees have a free choice to do something. Deci and Ryan (2000) argue that the more time employees spend on a task of free will, the more intrinsically motivated they will be. Scholars have found that extrinsic rewards, especially money, have a negative effect on intrinsic motivation (Deci, 1972; Gagne, 2014). The results they found where that monetary rewards decreases the intrinsic motivation, and at the same time it increases the extrinsic motivation for the individual. According to Gagne (2014) positive feedback has the opposite effect on intrinsic motivation as monetary rewards. It is important that organizations find a balance in their monetary rewards so that it is not interpreted as a control system (Gagne, 2014). Most of the actions that employees do are not a result of intrinsic motivation, in fact, when growing older extrinsic motivation increases and intrinsic motivation decreases (Gagne, 2014). After childhood another external factor becomes more motivating for individuals (Deci & Ryan, 2000). Deci and Ryan (2000) argues that to understand factors that motivate without being inherently interesting, you need to look at extrinsic motivation Extrinsic motivation Extrinsic motivation is defined as a construct that pertains whenever an activity is done in order to attain some separable outcome (Deci & Ryan, 2000, p. 60). To explain the concept of extrinsic motivation Deci and Ryan (2000) mention some examples; Extrinsic motivation can for 10

16 example be when an employee performs a work task to avoid different negative sanctions, or performing a work task to gain some sort of positive outcome from the work (Deci & Ryan, 2000). Deci and Ryan (2000) mentions five different types of extrinsic motivation, amotivation, external regulation, introjected regulation, identification and integrated regulation. These are used to distinguish which type of extrinsic motivation it is (Deci & Ryan, 2000). Amotivation is when a person does not find an important activity and feel that he or she lacks the competence to perform the activity (Deci & Ryan, 2000). It is also common that the employees do not see any positive outcome from the activity (Deci & Ryan, 2000). Amotivation is not a form of extrinsic motivation; it is a form of non-motivating activities. External regulation is a form of extrinsic motivation that has least autonomic elements. Autonomy is when the employees can make their own decision (Deci & Ryan, 2000). External regulation makes employees experience that they are being controlled in what actions they take (Deci & Ryan, 2000). What motivates employees in this type of extrinsic motivation is to satisfy an external factor or to get a reward. In introjected motivation, employees feel controlled, but it is not as strict as external regulation (Deci & Ryan, 2000). Employees feel the pressure to perform at a certain level to avoid anxiety or to gain appreciation (Deci & Ryan, 2000). According to Ryan (1982) it is also important for employees to perform in order to maintain self-esteem. Identification is a form of extrinsic motivation where employees experience a greater freedom in their work, and they are not being strictly controlled in their actions (Deci & Ryan, 2000). According to Deci and Ryan (2000) an individual in this stage do something that he or she has identified as important in their personal development. Integrated regulation is the most autonomous form of extrinsic motivation (Deci & Ryan, 2000). The employees actions in this stage are always related to the personal values and needs (Deci & Ryan, 2000). The individual starts the motivated actions and they are not being controlled (Deci & Ryan, 2000). Integrated is closely related to intrinsic motivation but it still belongs to extrinsic because employees perform in order to gain some sort of outcome (Deci & Ryan, 2000) Management control systems The design of the management control system will affect the employees motivation in the organization (Maciariello & Kirby, 1994; Anthony & Govindarajan, 2007; Merchant & Van der Stede, 2012). Since the employees motivation is such an important part in how successful the organization will be, it must be taken into consideration when designing the control system of the organization (Merchant & Van der Stede, 2012). According to Herath (2007) is it important that management control systems are designed in an optimal way, otherwise it will lead to an inefficient organization. Merchant and Van der Stede (2012) mentions three different types of management control systems; result control, action control and social control. In every organization these three management control systems are represented and they often integrate with each other (Merchant & Van der Stede, 2012). According to Merchant and Van der Stede (2012) these three types of control systems can be used to explain how employees are being controlled in an organization and how it affect their motivation. 11

17 Result Control According to Merchant and Van der Stede (2012) the basis of a management control system lies in result control. Result control together with clear defined goals, inform the employees of what is expected of them. It is important that the goals are set correctly, so that they serve their purpose to be motivating for the employees. It is also important for the employees motivation that the goals are clear, so the employees know what to strive for (Merchant & Van der Stede, 2012). Result control is about pay-for-performance, and it is an effective way to motivate employees (Merchant & Van der Stede, 2012). The whole idea is to reward employees for good results. Result control is not about controlling employees actions; instead employees encourage taking their own decisions (Merchant & Van der Stede, 2012). By giving the employees the opportunity to find the best way to achieve their pre-determined goals in their own way, the motivation will increase. This work especially well for employees that possesses a high capacity in their profession (Merchant & Van der Stede, 2012). Employees become more responsible for the outcome in an organization that use result control (Picard & Reis, 2002). This can be stressful for some individual to have a lot of responsibility, but according to Merchant and Van der Stede (2012) it is motivating for employees with an education and a high competence. Organizations can provide employees with better conditions, through training and education, to handle the greater responsibility better (Merchant & Van der Stede, 2012). It is important that the goals are in line with the organization s main objectives, thus ensuring that employees actions have a positive outcome for the organization (Anthony & Young, 2003; Anthony & Govindarajan, 2007) Action control Action control is the strictest form of control and it is used to make sure that employees act in the organizations best interest (Merchant and Van der Stede, 2012). It is important that the managers can localize which actions leads to an positive outcome, in order to obtain an effective action control system (Merchant & Van der Stede, 2012). An example of action control in practice is the assembly line, where all work tasks are strictly controlled. Action control is most common in centralized organizations and it works best in organizations where employees have a lower level of education (Merchant & Van der Stede, 2012). For employees with a higher education and with a high competence, action control leads to frustrated and unmotivated employees (Merchant & Van der Stede, 2012). Therefore in organizations with competent employees, it is important that action control is interpreted as a support and not as restrictions (Merchant & Van der Stede, 2012). Positive effects with action control are that the organization collects much information from the employees actions (Merchant & Van der Stede, 2012). This documentation can later be used to follow up, which actions that led to positive outcomes Social control Social control is divided in personnel control and cultural control. Unlike action control, social control is about that employees should control or motivate themselves (Merchant & Van der Stede, 2012). The purpose should also be to form a strong group that creates a group pressure that makes it harder for individuals to not follow the group norms and values (Merchant & Van der Stede, 2012). 12

18 Personnel control can bring many positive benefits to the organization (Merchant & Van der Stede, 2012). It helps employees to clarify what the organization requires of them (Merchant & Van der Stede, 2012). Further it helps employees to do a good job and make sure that they get all the resources needed in order to do the job (Merchant & Van der Stede, 2012). Employees will also be more open to self-monitoring. According to Merchant and Van der Stede self-monitoring is defined as an innate force that pushes most employees to want to do a good job, to be naturally committed (Merchant & Van der Stede, 2012, p. 88). When implementing personnel control in an organization, selection and placement, training and job design should be taken into account (Merchant & Van der Stede, 2012). It is favorable that organizations have an effective recruitment process, to make right employee selection (Merchant & Van der Stede, 2012). There are many variables such as education, experience and social skills that matters (Merchant & Van der Stede, 2012). It is important for recruitment managers to take into consideration that every job requires different abilities (Merchant & Van der Stede, 2012). Further, new employees should share the organizations values and norms (Merchant & Van der Stede, 2012). Training increases the probability and the conditions that employees will do a good job (Merchant & Van der Stede, 2012). Training often work as a positive motivation factor for employees, this is because it is more motivational when you have a greater understanding for your work (Merchant & Van der Stede, 2012). According to Merchant and Van der Stede (2012) the job should be designed so that it provides the opportunity for motivated and skilled employees to perform at a high level. For example, salespeople should only be assigned as many clients as they can handle effectively. Cultural control is a strong informal control system that works effectively on individuals that try to deviate from norms and values in the organization (Merchant & Van der Stede, 2012). It is a time consuming process to change the culture in an organization (Merchant & Van der Stede, 2012). The organization culture is fixed in the short term. When culture needs to be change, a strong organization culture is a disadvantage (Merchant & Van der Stede, 2012). However, when the organization culture is good, it is an advantage to have a strong culture. To provide a stronger culture Merchant and Van der Stede (2012) mention group rewards, employee rotation, physical arrangements, such as open office spaces and social arrangements such as dress codes. Further it is important for managers to act as role models in what behavior is expected from the employees (Merchant & Van der Stede, 2012) Goal-setting theory In the end of 1960s, goal-setting theories were developed. One of the leading researchers was Edwin A. Locke (Steers et al., 2006). According to Locke (1968) the purpose of goal setting is to create meaning to the employees actions. This is achieved when employees have objectives to work towards. Locke and Latham (2006) claim that goals that are challenging, specific and have a deadline have the greatest potential to motivate employees. Locke and Latham (2006) mentions that a non-specific goal could be for example do your best. According to Locke and Latham (2006); Steers et al. (2004) and Bandura (1986) it is important that the employees possess the right competences and knowledge, in relation to the goal that they are going to achieve. When managers fail to do this it will affect employees productivity in a negative way (Locke & Latham, 2006). Since competence and knowledge 13

19 are two important keys in goal setting, organizations can influence this through education and training (Locke & Latham, 2006). Locke and Latham (2006) claim that when employees possess the right competences in their professionals, high objectives are preferred. A goal that requires greater effort to achieve gives a higher satisfaction when they are reached (Steers et al., 2004). Further it is important that the goal is not impossible to reach, in that situation it does not matter how high competence and knowledge the employer possesses (Locke, 1996). An impossible goal affects employees motivation in a negative way (Locke, 1996). Goals are often divided into long-term goals and short-term goals (Locke, 1996). According to Bandura (1997) it is important that long-term goals are combined with short-term goals. If managers combine them the long-term goals will not feel unreachable for the employees (Bandura, 1997). It is also positive in the sense that employees will not lose interest for the long-term goal along the way (Bandura, 1997). When a goal is reached the employees should receive feedback on their performed actions (Locke and Latham, 2006). When employees have performed well it is also motivating to get recognition for the work they have done (Merchant & Van der Stede, 2012). It is also common that employees actions are integrated with a reward system, and the better they perform the higher the benefits from the reward system will be (Anthony & Govindarajan, 2007). 2.3 Reward systems First the organization must determine if they should reward the group or the individual (Anthony & Govindarajan, 2007). Rewards to the individual means that the organization rewards a specific employee for his or her actions. This usually is perceived as the most fair bonus system, since every employee are rewarded after his or her performance (Merchant & Van der Stede, 2012). A disadvantage with the individual bonus system could be that it counteracts cooperation in the organization and there can be a sub-optimization (Merchant & Van der Stede, 2012). This creates a less favorable social control with an organization culture that is not good (Merchant & Van der Stede, 2012) Rewards to the group means that an entire group receives a reward based on the group s performance (Merchant & Van der Stede, 2012). Unlike individual rewards, group rewards encourage cooperation in the organization (Merchant & Van der Stede, 2012). Group rewards can be negative in that aspect that it can be perceived as unfair, and their is always a risk that unmotivated employees get the same reward as motivated employees when freeriding (Merchant & Van der Stede, 2012). The organization must also determine which form of reward they will hand out (Anthony & Govindarajan, 2007). According to Merchant and Van der Stede (2012) rewards are divided into monetary rewards and non-monetary rewards. Organizations should have in mind that the reward must be motivating; it often differs from each individual in what motivates them (Merchant & Van der Stede, 2012). In organizations where Swedish financial advisors are working, it is most common with individual rewards with monetary characteristic Performance-based pay system According to Anthony and Govindarajan (2007) it is common that organizations pay their employees well, only if they perform well. Anthony and Govindarajan (2007) mentioned 14

20 this as performance-based pay system. What distinguishes a performance-based pay system is that employees must first perform well and after that they get compensated (Anthony & Govindarajan, 2007). The motives behind this system are that organizations want to maximize their employees efforts in their work (Anthony & Govindarajan, 2007). Organizations that use a performance-based pay system often have cutoff levels (Anthony & Govindarajan, 2007). It consists of a higher level, when employees cannot reach a higher bonus and a lower level where they will not get any bonus (Anthony & Govindarajan, 2007). According to Anthony and Govindarajan (2007) both cutoffs levels can provide undesirable effects on the organization. It can have a negative effect on the motivation for the employees (Anthony & Govindarajan, 2007). For example if an employee, in the lower level of the cutoff do not have the opportunity to reach the cutoff level where they will get bonus, they will lose motivation to work during that period (Anthony & Govindarajan, 2007). It is the same effect if they have reached the upper cutoff of the performance-based pay system where they will not obtain any more bonuses for their performance (Anthony & Govindarajan, 2007) Performance Criteria Organizations must decide which criteria they should use to determine the reward (Anthony & Govindarajan, 2007). The most common is to use financial criteria which is based on how much profit every employee contributes with (Anthony & Govindarajan, 2007). There is always a risk with the financial criteria that employees actions are based on short-term benefits, therefore it is important for organizations to combine short-term goals with longterm goals (Anthony & Govindarajan, 2007). 2.4 Theoretical summary Theories about motivation are based on Maslow s (1943) hierarchy of needs. According to Steers et al. (2007) the hierarchy of needs is an overview of how the individuals motivation arises. Since Maslow s hierarchy of needs contributes with a good introduction to the motivation phenomenon, and the fact that hierarchy of need is the most referenced theory about motivation is it relevant to include it in this study. Maslow focused on the individuals motivation in daily life; Herzberg s theories focus more on work motivation, which also is the phenomenon that are being studied in this study. Since Herzberg s theories are built on Maslow s earlier studies it is important to have an understanding for both according to Steers et al. (2007). Work motivation has been further explained through Hackman and Oldham s job characteristic model, which is built on Herzberg s theories. A couple of other theories have also been included in order to sustain the work motivation. In order to provide a deeper understanding of how the work motivation arises, intrinsic and extrinsic motivation has been included in this theory chapter. In this way conclusions can be made if the motivation comes from an internal factor or an external factor. Work motivation together with Deci and Ryan s intrinsic and extrinsic motivation are two of the most prominent theories, and according to Steers et al. (2007) they can this be used together to get a better understanding about the individual s motivation. Intrinsic motivation can be related to Herzberg s motivational factors and extrinsic can be related to Herzberg s hygiene factors according to Steers et al. (2007). Management control systems provide a clear picture over how the financial advisors are being controlled in their work and how this affects their motivation. Since management con- 15

21 trol systems influence the motivation of financial advisors, they should be constructed in a way that maximizes the motivation (Merchant & Van der Stede, 2012). Goal setting is a commonly used tool for employers to create motivation among their employees and a central part in order to create work motivation (Locke & Latham, 2006). Also theories about rewards are included since reward systems are one of the most common tools to affect employee motivation. Figure 3 illustrates the five different components affect on work motivation. Those five components create work motivation in the form of intrinsic or extrinsic motivation. The different incentives for motivation can also be divided into hygiene or motivation factors. Figure 3 - Theoretical summary 16

22 3 Methodology This is a qualitative study that relies on interviews with financial advisors at two large Swedish firms. A total of ten semi-structured interviews have been conducted. In this chapter, the process is explained and we argue for the choices that have been made on this journey. We also argue for the trustworthiness of this study and explain the choices we have made. 3.1 Research approach The most common way is to divide the data collection in two different methods; quantitative method and qualitative method. The difference between them is that the data are collected and analyzed differently (Jacobsen, 2002). According to Jacobsen (2002) the qualitative method more flexible in the aspect of data collection since it consists of interviews, the quantitative method is more structured and consists of numbers instead of words (Jacobsen, 2002). We found that a qualitative approach is the most suitable for this study in order to investigate the purpose, how the external control affects the financial advisors motivation. The qualitative method consists of interviews with financial advisors. According to Jacobsen (2002) the qualitative research method is to prefer when you are unsure about the information you will receive about the phenomena that is investigated. Since we do not have any knowledge about the empirical result we will collect and no previous studies have been done, it is to our advantage to use a qualitative method instead of a quantitative method. In this way we could investigate interesting aspects more profound during the interviews that we had not been able to do with a quantitative approach. We have chosen to conduct this study with an abductive research approach (Patel & Davidsson, 2003). An abductive approach means that we will use a combination of the deductive- and inductive approaches (Patel & Davidsson, 2003). The deductive part in this study consists of relevant theories and principles that we have used to draw conclusions of real life phenomena (Bryman & Bell, 2011). The inductive part in this study is that we analyze an existing empirical problem and draw conclusions from our findings (Bryman & Bell, 2011). The empirical results of the study will be analyzed with adequate theory and conclusions will be drawn from that. This is to secure that the study will be conducted with a high objectivity and that the result will be as objective and applicable as possible. 3.2 Data collection The data collection in this study consists of ten semi-structured interviews. According to Bryman and Bell (2011) interviews are resource demanding, and it is therefore important that the researchers are working thoroughly through the interviews when the analysis was conducted. Otherwise there is a risk that wrong conclusions are made (Bryman and Bell, 2011). As mentioned above, our empirical data collection consists of ten interviews with financial advisors, which each have been recorded, Table 3 shows an overview of our ten interviews. To facilitate the work of analyzing the interviews, we have transcribed each interview. Bryman and Bell (2011) states that transcribing interviews contributes to make it easier to compare the respondents answers, and thus to find similarities/dissimilarities in their answers. We have analyzed the transcribed interviews separately and then compared our anal- 17

23 ysis and conclusions in order to secure that the right conclusions has been drawn from each interview. Table 3 - Interviews Interview Company Location Date Time Respondent 1 A Jönköping March 20th 36 min A1 2 A Jönköping March 20th 38 min A2 3 B Borås March 24th 34 min B1 4 B Borås March 24th 29 min B2 5 A Gothenburg March 30th 36 min A3 6 B Stockholm March 31st 26 min B3 7 B Gothenburg April 7th 27 min B4 8 A Gothenburg April 8th 25 min A4 9 B Stockholm April 14th 31 min B5 10 A Gothenburg April 20th 19 min A5 Every interview have been conducted with us physically present, according to Yin (2011) this is an advantage because the respondent tend to be more open and honest. According to Hein (2009) is motivation related to work a sensitive topic for employees and therefore we have chosen to let our respondents to be anonymous. This is also something that they have expressed that they wanted to be. Our interviews have been of semi-structured character. Semi-structured interviews are when the interviewer has a question template (see Appendix 1) to follow but allow followup questions to be asked (Saunders et al., 2007). Since the field of study is rather unexplored, we found that semi-structured interviews are the most suitable for the study. This allowed us to have follow-up questions, on the answers that are especially interesting to the study in order to get an in-depth understanding. According to Saunders and Lewis (2012), a semi-structured interview is appropriate when the interviewer is unsure on the expected answers, which is the case in this study. We have had a template to follow (see Appendix 1) and our questions have been open questions. The structural elements in our interviews have been when the respondents have started talking about something irrelevant for our study, then we have returned to our question template. The question template has been designed with the research questions in mind. According to Saunders et al. (2007) this is important; otherwise the data collection could be irrelevant. 3.3 Research quality Operational definition Since this thesis will have many wide concepts with many definitions, it is important to be clear with what the authors mean when using that concept in this paper (such as motivation). If not clearly stated the empirical results may be hard to overlook and studied. In our theoretical framework, we will clearly state this paper's definition of the words and concepts we use. In our interviews we will also ask the interviewee how he/she defines a specific concept in order for the interview material to be reliable. 18

24 3.3.2 Trustworthiness and credibility A qualitative study differs from a quantitative study, where validity and reliability are two well-used concepts. Instead in qualitative studies Bryman and Bell (2011) states that other concepts such as trustworthiness and credibility should be used. When designing a qualitative study, one of the most important aspects is to build in trustworthiness and credibility from the start (Yin, 2011). In a qualitative study transparency is important (Yin, 2011). In this study we have strived for to make this study understandable for the reader, and give the reader the opportunity to draw his or her own conclusion. This has been achieved through an empirical chapter with a clear structure. We have chosen to present all ten interviews in the empirical and in the analytical chapter individually. In the end of the analysis chapter, we have an overall summary. In this way can the reader can draw their own conclusions and compare it with our results in the analytical summary, discussion and conclusion. We have also chosen to quote our respondents in some cases, with a following conclusion. In this way have the readers the possibility to criticize, support or refinement the study and this is important according to Yin (2011). Another important concept in qualitative studies is methodic-ness (Yin, 2011). It is a process that refers to adequate room for discovery and allowance for unanticipated events (Yin, 2011, p. 19). Methodic-ness also refers to that the authors should not be careless in the way they carrying out their work. We argue that we have had an organized structure throughout the process and that our chosen methods are backed by acknowledged methodology theories Choice of population In this study, the empirical data is based on interviews from employees at two large Swedish financial advisory companies. The two chosen companies in this study are both major employers for financial advisors on the Swedish market. Both companies have in common that they have over one hundred employees working as financial advisors and an annual turnover of over five hundred millions Swedish kronor. We found these two companies relevant to study since they represent a major proportion of financial advisors in Sweden. The result of the study also becomes more relevant since the study investigates a large proportion of the Swedish market for financial advisory, this would not be the case if the study were conducted at two small companies. According to Bryman and Bell (2011) it is important to choose subjects to study (companies in this study) that contributes with a reliable overview of the phenomenon that will be examined. Since management control systems relative to work motivation have been examined in this study, this also justifies choosing larger companies, where some form of designed control always occurs (Merchant & Van der Stede, 2012) Choice of sample Something researchers must have in mind when choosing respondents is that every respondent will have a significant impact on the result in a qualitative study (Bryman & Bell, 2011). With this in mind, the empirical findings of this study are from interviews with licensed financial advisors at the two companies described above. This is to ensure the trustworthiness of the empirical data collected. To ensure that the respondents were suitable to answer our questions, we explained the content of the interviews and then let the companies chose respondents. 19

25 4 Empiric result The empiric result of each interview will be presented in this chapter. The interviews are sorted after which company the respondent work for (A or B) and which order of the respondent (1-5). In Table 4 below, an overview of the interviews, the respondent s names and some personals is presented: Table 4 - Respondent personals Respondent Age Years in the profession Gender Company A Male A A Male A A Female A A Male A A Male A B Male B B Male B B Female B B Male B B Male B 4.1 Respondent A Work motivation A1 feels motivated in many aspects of his work as a financial advisor. Client interaction is very important for him and working as a financial advisor is much about building longterm relationships. He often becomes close friends with his clients and this motivates him to create value for them. My job is much about creating relationships with my clients and this part of the job is something I enjoy and it also motivates me to do a great job for my clients A1 A1 s motivation increases related to how large capital his clients have to invest. A1 described this as recognition, especially when he succeeds to get major clients he feels that he has done a great job. A1 does not think it is motivating that he earns more money at his clients expense. A1 rather increase the company s profit by having low fees from the clients and more invested capital. A1 described that he thinks it is more motivating to develop in his profession rather than making quick money. For me it is not so much about the money, I found it more motivating to feel that I have become better in my job, which make it possible for me to work with successful individuals - A1 Instead of money, A1 find it more important to work for an employer that value high employee satisfaction, and offering their employees good benefits such as private health care and a company car. A1 is satisfied with the benefits his company offers him and this motivates him to go the extra mile for his company. As mentioned above, A1 think it is important to create value for his clients, when A1 succeed with this he feels that he has a meaningful job. His company has started to send out surveys to their clients; in this way they get feedback on how satisfied their clients are with 20

26 them. For A1 this feedback is important, so that he knows that his clients are satisfied with his services. Feedback from clients is always important, it is through your clients feedback you will know if you have done a good job - A1. Feedback also makes A1 aware the clients satisfaction of his advisory. For financial advisors it is often easy to measure if you have done a good job since it is about financial numbers, thus it is easy to know if he has reached the pre-set goal. Since A1 s job as a financial advisor is about investing private assets, he has a great responsibility towards the client. A1 mentioned that this is something that he enjoys to have, but it also increases the demand for him to manage his job in a professional way, and minimize mistakes that can have major consequences on client assets. According to A1, the role as a financial advisor has changed over time. It has become stricter since Finansinspektionen have requirements on documentation that financial advisors must follow. A1 experience this as less motivating and he said that it affects him in his work in several different ways. Before the hard regulation he could focus more on the value creating activities, now he spend a lot of time with administrative work. Of course, it is time consuming with the new regulations, and much time is spent to document our actions and conversations - A1 A1 expresses that he understands the underlying value the documentation contributes with, and that his company has provide them with an IT-solution which make it easier, he still thinks it can be done more effectively. A1 believes that serious financial advisors on the market suffer, due to some that have abuse their position as a financial advisor Management control systems Result control A1 described that he has a pre-set goal to work towards and to achieve this goal he has great freedom of action when it comes to investing client assets. The goals are well defined because they have financial goals that make it clear what the company expects from them. Of course it is good with clear objectives so you know what you must achieve and when I achieve them it is also motivating to have freedom in my work - A1 A1 said that it is motivating to have freedom in his work when he should reach the pre-set goals. This is important for A1 because he believes he is qualified to take important decisions without external authorization Action control The control on him as a financial advisor has increased over time. The stricter control is not about which decisions he takes as a financial advisor; it is instead a large documentation requirement. The reason why A1 performs this duty is much because he understands why it is important even though he thinks he is overqualified for the task. He also thinks that this control keep unserious financial advisors away from the market. 21

27 Social control The company A1 works for provides their employees with education and training in order to develop as professionals and as persons. A1 thinks this is positive, because it shows that the company invests in their employees. A group reward is something they use in his company and this is not common for other financial advisors to use. According to A1 group rewards have contributes with a stronger company culture, where the financial advisors at the office help each other and it reduces rivalry and conflict. He does not experience the reward system as unfair, this because A1 knows that everyone do their best to contribute to the company Reward systems The reward system is not as motivating for him as it is for his co-workers. According to A1 it is more motivating for him to have satisfied clients. The reward system is based on how much their clients invested asset grows and the total amount of the investment. There are no cutoff levels in their designed reward system. They also have goals to work towards. Goals can be motivating but A1 believes that as with the reward system it is more motivating for his co-workers. 4.2 Respondent A Work motivation According to A2, work motivation for him is to build close relationships with his clients and create value for them. The larger capital assets the client has, the more the motivation increases for A2. This is due to the potential to earn more money on these clients. Therefor it is a combination between clients satisfaction and earning money that increases A2 s motivation in his work. Motivation for me is to do great things for my clients, but also earn money for them and for me. We are a for-profit company so of course we must earn money in our daily businesses - A2 It is important for A2 to have freedom in his work and he does not want to be controlled in how task should be performed. According to A2 there are two sides of the coin regarding how he is being controlled in his work. When it comes to the financial advisors regular duties such as investing, client contact etcetera, he has a great freedom of actions. A2 finds this to be able to affect his daily work as motivating. This also increases his responsibility towards the result he produces; this increased responsibility is also something that motivates A2 to perform even better. In those aspects in where A2 have less freedom of his actions are regarding to the requirements Finansinspektionen have introduced. The regulation from Finansinspektionen is not motivating for A2. The regulation means that A2 must perform documentation, which is time consuming. A2 is experiencing the documentation requirements as a motivational drag. We have become more strictly controlled by Finansinspektionen, and we must do a lot of administrative work, this is time consuming and a drag on my motivation - A2 According to A2, he understands the value of the documentation, which means that he always can go back in the client history. But still he thinks that the administration work is too time consuming and even though there are new IT-systems introduced that makes it more efficient. A2 understands the value the documentation contributes with but he is not sure that the benefits exceed the costs; depending on the time they spend on it. 22

28 According to A2 the knowledge of his result outcome is clear since financial advisors performance is based on financial numbers, which are easy to measure. For A2 it is motivating to always have this clear feedback on how he performs. A2 does not get any feedback from his managers but this is nothing he has reflected on Management control systems Result control According to A2, it is important for him to have a freedom of actions when he works towards the pre-set goals of the company. When it comes to financial advisors value-creating tasks such as investing, he thinks that he has the freedom of actions he needs. According to A2 he would not be motivated if he where strict controlled in this type of work tasks. He also mentioned that if he were controlled he would not like to be responsible for the result like he is today. It is also positive that the goals are clear so A2 always know what he must achieve. In this profession it is always clear what you should achieve and how you are doing during the way and it suits me very well - A2 If the goals are not clear and well defined, A2 believes that it had affected him in that way that he should not know what the company expects from him Action control According to A2 he does not want to be controlled in his profession, because he believes that he possesses the right competences to design his own working conditions. When it comes to documentation, A2 has requirements from Finansinspektionen that has to be done. It is not motivating for A2 to be effected of this type of control. When authorities are creating a legal framework, it often appear to be too complicated and now we need to spend much more time trying to obey it - A2 According to A2, the framework should be constructed in a more timesaving way. He expressed that he understands the positive benefits it contributes and some form of documentation is necessary. A2 stated that it has become better due to their IT-system, but still the documentation section is a significant part of his daily work Social control A2 expressed that their employer offering them training and education, it is motivating for A2 to have an employer who cares about their employees. According A2, training contributes with better conditions to perform his job in the best way. In A2 s company they are using group rewards. It is not common to have this sort of reward system in the financial sector. For A2 the group reward system contributes with different benefits. The culture in the company has changed to a climate where financial advisors help each other more. However A2 stated that a successful group reward system is depending on the individuals that belong to the group. A2 believes that it is rare to get so many benefits as they have. Further A2 argued for that the group reward system had not had that positive effect on his earlier working places. The phenomenon of freepassengers can be a liability. 23

29 Reward system The reward system is motivating for A2. According to A2 monetary rewards work as a driving force for him. A2 said that he prefer monetary rewards rather than non-monetary rewards. Their reward system is based on how much profit every employee contributes with. Their reward system is not based on any cut-off levels which is a structure that works well. The reason for this is because when a financial advisor do not have reached the lower cut off level of the reward system, he or she can be motivated to sell products which is not the best for the client, but rather best for the advisor. 4.3 Respondent A Work motivation Motivation for A3 is a driving force and when her motivation is high she can perform at her very best. A3 stated that work motivation for her is to create value for clients. Getting client investments to grow and when she receives client appreciation motivate A3. This is also what makes her profession meaningful for the society. To receive a phone call from a happy client that you have done something good for is always motivating for me - A3 According to A3 it is motivating to work as an independent financial advisor, because she then has a wider choice of financial products. This makes it easier to fulfill her clients expectations and needs. A3 described that every client s situation is unique and therefor it requires that she have a variety of products to choose from when forming the client portfolio. A3 can plan and execute her working day freely, which is important to A3 due to her family constellation. This was one of the main reasons why A3 applied for the job at her current employer. Less motivating aspects of her work is when the financial market external factors from the market, for example, a market decline or a bear economy, which she cannot affect or predict. It is always tough for A3 to tell a client that their financial assets have decreased. It is always tough when you are going to meet a client to tell that they do not have as much money today as they had one month ago - A3 For A3 it is important not be affected too much by volatility on the financial market. It is important for her to think positively, that the development of the financial market will turn back up. It is also important that she continues with long-term investments, and not begins to focus on short-term investments. Fifty percent of the day is spent on administrative work according to A3. A3 experiences the administrative work as less motivating but she is also understood with the necessity of it. I do not think the administrative work is fun, but still it is important. We cannot have a market were not competent financial advisors is playing with clients money - A3 All the administrative work depends on the requirements from Finansinspektionen, that all actions from financial advisors must be documented and processed. Since A3 only have 24

30 worked as a financial advisor for three years, she has not experienced any major changes of the regulation during that time Management control systems Result control According to A3 it is important for her to have freedom of actions in her work. This is something A3 has when it comes to financial advisors regular work tasks such as financial investments. Without this freedom A3 expressed that she would not feel as important for the company and that it would affect her in a negative way. Freedom in my work is of course important, without freedom it would definitely affect me in a negative way. You would not feel needed by the company either - A324 A3 stated that with a greater freedom of actions, comes a greater responsibility. Responsibility is mainly positive for A3. But it can also be negative, she stated that if you have responsibilities to fulfill, you must also have a great freedom of actions. If she has responsibility for her results, but little freedom of actions, this would have a huge negative impact on the motivation of A3. According to A3 she has pre-set goals to work towards in her work. For her it is more motivating when the client gives her feedback that they are satisfied with her services, than if she achieves her main goals Action control A3 is strictly controlled in the administrative work. It is a documentation requirement from Finansinspektionen. According to A3, Finansinspektionen and her employer have been clear in the benefits that the documentation has. Even though the administrative work are not motivating for A3, it facilitates when she understand the positive effects of it. I am not the kind of person who is enjoying all the administrative work, but I must say though that my employer and Finansinspektionen have been very clear in why we do it, and then you get a greater understanding of why it is important - A3 According to A3, they have an IT-system that supports them in the administrative work. A3 think it works pretty good today, but she stated that it could certainly be further developed Social control A3 is satisfied with her employer today. A3 s employer equips her with the right tools to be successful in her profession. For example this could be training, education and also that there is someone to consult with in tricky situations. This has been especially important, because she is relatively new in the profession compare to her co-workers. Since it was not so long ago she was recruited, she remembers that besides qualifications such as education, her employer found great importance on her personal qualifications. A3 stated that she believes this is important, and it contributes with a working place where individuals have same goals and competitive minds Reward systems According to A3, her salary is divided in a fixed-salary and a variable-salary. The fixedsalary is the majority of her total salary. A3 stated that this is positive for her because it 25

31 does not promote a short-term thinking, which can have major consequences on clients assets. It is also reassuring for her that she always has a guaranteed income. A3 thinks the reward system is motivating, but not as motivating as satisfied clients. She believes the reward system can be more motivating for some of her co-workers. They are not using any kind of group rewards at her office. A3 described that group rewards could be positive because everyone then works towards the same goal and it reduces the rivalry. 4.4 Respondent A Work motivation According to A4 work motivation for him is to always striving to be better in what you do. Work motivation arises for A4 when he managed to get a new client to the client portfolio. A4 described this as a feeling of success. What drives me in my daily work is to continue to develop and become better in what I do. I am still motivated to bring in new clients, and it is still at 55 years of age a great feeling when you sign a new client, you then feel that you have managed to do something good - A4 According to A4 it is more motivating the larger financial assets the client has. This is something that he believes have changed during his time as a financial advisor. His first years as a financial advisor was more about creating a client portfolio, but over the years have A4 set higher standards on himself. A4 also stated that it contributes with recognition for himself that he is still improving in the profession as a financial advisor. Now when you mention it is something that has changing during my time as a financial advisor. It has now become more important which type of client it is, and of course it is more motivating for me with clients that has a large capital - A4 Clients with larger financial assets also contribute with him making more money. To earn more money is an acknowledgement for A4, that he has create value for the clients. Thus A4 argued that his work is important because it is helping people to increase their financial assets. I know that my job is important, and that is a great feeling. I remember one client that sent me a postcard from New York, where he thanked me because it was thanks to my services that caused him to go - A4 Less motivating for A4 is the administrative work he must perform. A4 stated that he understands why the documentation is important. According to A4, when you as a financial advisor invest others money there must be strict requirements due to the financial advisors great responsibility. All paper work is not fun, I think all my co-workers agree on that. But still we are in a branch were we cannot have rogue financial advisors. It could have major consequences for the clients - A4 Business that is not going as planned is a drag on A4 s motivation. According to A4 is it important that he still believe in himself when it not goes as he expected. He mentioned that often it is due to external factors on the financial market that is difficult to anticipate. 26

32 4.4.2 Management control systems Result control According to A4 he has freedom of actions when it comes to interactions with clients. For example, A4 has the authority to decide the financial products for his clients. A4 stated that it is important in his work to have this kind of freedom, thus he feel that his employer uses his full potential as a financial advisor. I am satisfied with how I can perform my work towards the clients today, thus I feel needed by the company - A4 With this kind of freedom, arises a greater responsibility according to A4. This due to that it is because of his choice of actions that determines the outcome. For A4 responsibility is something he wants in his work. This because A4 feels confident in his profession and he described that in the beginning of his career he would not have so much responsibility as he has today. Responsibility is something you want to have if you feel good in something. I have been working here for a quit long time so responsibility in my work is important. So when I started at this company I would now wanted to have so much responsibility as I have today - A Action control According to A4 Finansinspektionen today strictly controls them when it comes to documentation. A4 stated that this kind of work is not motivating, but it is something that is important and has to be done. A4 stated that it is positive for the branch that Finansinspektionen have begun to regulate the market, because it becomes more difficult to survive on the market for the rogue financial advisors. According to A4 a lot of his time is spent on the administrative work, and he stated that it could be improved. A4 believes the administrative work will be more efficient but it will take time Social control According to A4 they are not using any kind of group rewards, the rewards are instead based on their individual results. A4 has heard about others financial advisors that use group rewards but this is nothing he wants to implement in his work. A4 stated that it is fairer with an individual reward system. A4 is satisfied with the benefits his company offers him, e.g. A4 was offered a company car for a reasonable price. Benefits like this make it easier to go the extra mile for the company according to A Reward systems A4 s reward system is based on his individual performances. As mentioned above, A4 is satisfied with this kind of reward system. I do not want to change the system we have today. I think it is fair that you get bonus from your own performance - A4 A4 have a lower cut off level, which he must pass before he receives any bonus. According to A4 he is not affected so much of the cut off level. A4 believes it could affect the financial advisors who do not have as large client portfolio. 27

33 A4 stated that it is important that the reward system is combined with a fixed-salary. This to counteract that financial advisors do business that are not in the best interest for their clients. 4.5 Respondent A Work motivation According to A5 everything that is related to the clients is motivating. A5 stated that it is motivating for him to meet new clients and try to cover their needs. Because each client s needs are unique, it requires different solutions for every client. According to A5 this means that not everyone are capable to do A5 s work as a financial advisor. It requires quite a lot of me to find the best solution for every clients, so I feel that this is a job that not everyone should be able to manage - A5 According to A5, work motivation for him is to be able to influence his working process, when it comes to interactions with clients. A5 said that he does not have any financial product he is required to use in a certain situation, he is instead free to determine it by himself. A5 described this as it facilitates his work, and he also said when you have worked such a long time you then have the knowledge yourself to make important decisions. When you have worked 20 years as a financial advisor then you do not want to be controlled in your work. After all, the experience I have gain over the years makes me feel confident in making decisions on my own - A5 Less motivating according to A5 are the strict requirements on documentation that Finansinspektionen imposes on them. A5 think this is something in his work he have preferred to be without Management control systems Result control A5 has goals to achieve in his work. To have goals are important, he described that it has become more important in older age, so that he continues to be motivated. I think that goals are something that has become more important for me in my work. When I was younger, I was more hungry. I think that the goals contributes with that I keep being motivated in my work - A5 As mentioned before A5 has a great freedom of actions when it comes to the interaction with his clients. According to A5 this increases the responsibility towards the results. This is something that motivates A5, and he stated that responsibility is something you want to have when you have worked for such a long time as a financial advisor as he has Action control A5 is strictly controlled when it comes to the administrative work. A5 stated that the strict control from Finansinspektionen affects him in a negative way. A5 understand the benefits that the regulation system contributes with, but according to A5 it is too strict and he does not think it is necessary to document every single detail. 28

34 Social control They are not using any kind of group reward system today. A5 stated that he believes it could be positive to combine the individual reward system with a group reward. He believes this would contribute to a team spirit feeling at the office where everyone would be more open to help each other Reward system A5 s reward system is based on his individually performances. A5 described the reward system as motivating even if there are factors in his work that motivates him more. A5 stated that if he is doing a good job it is also shown in the reward system. A5 does not have any higher or lower cutoff level in the reward system. 4.6 Respondent B Work motivation The most motivating factors for B1 in his work is to develop and become better in his profession as a financial advisor. B1 experiences this when he is a signing client, who has large financial assets. B1 described that moment when the client puts his signature on the paper as recognition for himself, he also feels that he is developing in his profession. That moment is great when you have got a new client, because then you know that you have done a great job especially if the client has big financial assets B1 It is also motivating to have client visits at larger companies, he described it, as there are another atmosphere that appeals to him at these companies. Clients with larger financial assets also contribute to B1 earning more money. Although, this is not the main motivational factor for B1. It is not all about making money. As mentioned before it is important for B1 to always feel that he is developing in his profession. According to B1 large clients gives him a higher status and recognition within the company. It has become more important for me to sign clients with large financial assets, I then feel that I have developed in my profession and it also gives me a higher status within the company - B1 B1 claims that the more large clients he gets, the bigger the responsibility gets since he has the control over a large capital. According to B1, responsibility is motivating to a certain level. Too much responsibility can instead lead to a stressor. A factor that is less motivating is all the administrative work they have to perform. B1 said that he understands the benefits of the regulatory documentation. But he also express that it was not because of the administrative work he applied for the job. B1 stated that he believes it may be more difficult to recruit people with the right competences because of the administrative work. I did not apply for the job with the knowledge that we would later spend fifty percent of our time with documentation, due to this I think it can be more difficult to attract people with the right competences for the job - B1 B1 believes that the majority of all financial advisors have a personal orientation where they enjoy creating client relationships etcetera. He does not think this personal orientation matches the administrative work well. 29

35 4.6.2 Management control systems Result control One of the main reason why B1 thrives in the role as a financial advisor is much dependent on the freedom of actions he has when planning his day. He described it as every advisor feels like a small company in the big organization where he is allowed to take own decisions. This freedom is important according to B1 when he is working to achieve his individual goals. If I did not have that kind of freedom when it comes to investing financial assets for example, of course it would affect me in a bad way - B1 When having pre-set goals to reach, B1 said that it is important to have freedom of the actions he need to take in order to achieve the goals. If not having the freedom over the actions, B1 stated that it would be stressful. B1 describe his current goals as distinct and clear since it is financial numbers Action control According to B1, the control from Finansinspektionen has become stricter over time. The documentation requirements from Finansinspektionen affect B1 s motivation in a negative way. The most boring part of my job is the administrative work, I can understand that it has to be done in some way but I think it could be more efficiently done than it is today - B1 The reason why B1 is performing the documentation in an accurate manner is because he understands the positive effects. It is good in that way that it keep rogue financial advisors away from the market. B1 stated that it has become better due to their IT-system, but still it can be improved Social control According to B1 they do not have any group rewards. B1 think this is positive because he believes it could be perceived as unfair. For example, if someone did not give one hundred percent the rest of the group would have to support him or her. B1 expresses that the only occasion when it could be positive, is when you are a group of financial advisors where everyone performed at the same level. B1 mentioned that every financial advisor at the company is like as small businesses, and they usually do not have so much contact with each other. B1 s employer offers him training and education. He believes this is important to have an employer that invests in their employees. It also contributes with better conditions for B1 to perform his work at a high level Reward systems Their reward system has a lower cut off level. B1 do not think this is good, because it could increase the incitement for financial advisors to do businesses that does not provide the greatest benefits for the client. Instead it increases the incitement for the financial advisors to choose products, which increase their commission, so they reach the lower, cut off level and get a higher salary. Our reward system could be designed in a better way I think, to have a lower cut off level can contribute with businesses which is not in line what is best for clients - B1 30

36 Besides from the lower cut off level it is motivating with a reward system that is based on how much their clients financial assets grow. 4.7 Respondent B Work motivation Work motivation for B2 is to deliver products to clients that create a high value. B2 finds it motivating when he manages to sign a new client, but he argued that it is even more motivating when the client expresses their satisfaction with his services. My motivation is split up in two parts, of course it is motivating to sign new clients, but the most motivation I receive from happy clients - B2 B2 experiences satisfied clients as recognition for himself, that he has done a great job. This contributes with that B2 receives more energy to perform his work at his best. B2 stated that it is satisfying and motivating when a client chooses his services over a competitor. The larger financial assets the client is willing to invest, the more he feels recognized which motivates him. Clients with large financial assets also contribute with a higher status within the company, which is motivating. Also the fact that others notice him, due to success at work is motivating. For me it is motivating to get attention and recognition from co-workers and my managers as a result from that I have done something good in my profession as a financial advisor - B2 The less motivating factors in his role are the increased documentation requirements from Finansinspektionen, which they are obligated to perform. B2 stated that this is something that has changed over time. B2 expressed that this have had a distinctive negative effect on his motivation. Those days when you know that you have to spend a whole day with administrative work, you are not the happiest guy on earth when you wake up on the morning - B2 B2 understands what benefits the documentation requirements contribute with. If something went wrong with a client they can always go back in the history to see what went wrong. Further B2 stated that the documentation requirement can sometimes be overworked. B2 means that if you have had a client in 20 years it feels unnecessary to be required to document everything. The IT-system B2 is working with have helped him in the administrative work but he still thinks it can be improved Management control systems Result control B2 stated that he has freedom of actions when it comes to client interactions and other regular work-tasks such as investing. This kind of freedom is motivating for B2; he stated that he has the right competences to take those kinds of decisions alone. Due to B2 s freedom of actions, his responsibility increases. This is motivating and B2 further said that he does not think increased responsibility is always motivating for some of his co-workers. For some of B2 s co-workers, increased responsibility could be stressful. I am comfortable with great responsibility, I like to have that kind of responsibility and it triggers me in my work. What I have seen in the financial sector is that responsibility do not has to be positive, for some it can be really stressful - B2 31

37 B2 has pre-set goals to work towards. B2 thinks it is inspiring to have goals to work towards and it makes it also more clear what the company expects of him Action control Finansinspektionen controls B2 when it comes to client documentation. B2 understand why it has been established on the market and the benefits it contributes with. B2 stated that the administrative work has increased and this has affected his motivation in a negative way. It is important that B2 s employer invests resources in tools that can help financial advisors to make the administrative work more effective. Today they have an IT-system that has helped them, but this can be improved further Social control Every financial advisor at his office works relatively independent. They usually do not have insight in the others financial advisors work, and B2 stated that cooperation between financial advisors could be improved. It is an individualistic job in many aspects but it would be positive if the cooperation between financial advisors would increase - B2 B2 s employer offers him training and education as soon as it happens something new on the market that requires it. This is important for B2 when choosing an employer Reward systems B2 believes that everyone that works as a financial advisor is in some way motivated by the reward system. B2 stated that for him money is not the factor that motivates him the most, but still it is motivating. Satisfied clients are the number one on his list of motivational factors. B2 stated that if your clients are satisfied with your services then usually it shows in the reward system. I think that client satisfaction is connected to the reward system in that way that if your client are satisfied, then it will pay off in the form of a bonus. I mean, clients are usually not satisfied when their investment declines - B2 B2 s reward system is designed with a lower cut off level where he does not make any money before he has reached it. He stated that for some financial advisors, this system could be unmotivating but B2 does not think it affect him so much. 4.8 Respondent B Work motivation Motivation is something that helps B3 to perform well in her daily work. B3 stated that motivation arises in many situations in her job. Client interaction is one part of the work that B3 enjoys. B3 is an outgoing person and this is an advantage in her job because it is important to creating trust between her and the clients. The personal contact with my clients is really important for me, and I think it depends on how I am as a person. I usually have no problems to create a good relationship with my clients and this is important in my work - B3 Further B3 said that although the personal aspects of the relationships with clients are good, you must also create value for them. B3 s work motivation consists largely of building relationship with clients and the creation of value. B3 finds their reward system moti- 32

38 vating, but she argued that if the two factors mentioned above are reached, then the requirements in order to get a bonus are automatically reached. Less motivating in B3 s work is the administrative work that has to be done. This is something that has been changed over time. The requirement from Finansinspektionen has increased over time. This has also led to that they do not have to rely on verbal agreements any longer. The less motivating aspects of these tasks are that they are time-consuming. That time would be better used spent on her clients. I spend many hours each day on documenting everything that has been said between me and my clients, this can be frustrating sometimes when you instead would like to spend that time on the clients instead - B3 However, B3 believes that this it the right way to go with the documentation requirement, because it is difficult for rogue financial advisors to operate on the market with the current requirements. It is important for B3 to work for an employer that provides a safe employment. It is important that it is an employer that has good financial strength. It is also important that the company has a good reputation on the market Management control systems Result control One of the main reason why B3 started to work as a financial advisor was because of the freedom of actions. B3 is experiencing freedom of actions when it comes to her client relationships and the investment activities. This is a highly motivating aspect of B3 s work. As I mentioned before, one of the main reason I started to work as a financial advisor was because of the freedom in the profession, and when we now are talking about goals, I think it motivates me to achieve them. This is because I can chose my own the way to reach them - B3 B3 has never reflected over if their goals are clear enough, but she stated that she always knows what her employer expects of her. It is positive to have goals to work towards, because this increases B3 s effort Action control B3 is strictly controlled by the documentation requirements from Finansinspektionen. This control affects B3 in her work, and approximately fifty percent of her time is spent on administrative work. Much time is spent on documentation, I think that around fifty percent of my day I do some form of administrative work. Sometimes I feel that I want to spend that time on my clients instead - B3 Instead of doing all the paper work, B3 would rather spend more time with her clients and activities that create value for them. However, their IT-system has made the administrative work more effective, but it can be developed further. B3 understands that the requirements of Finansinspektionen are necessary, but it is experienced as a bureaucratic system Social control They do not have any group rewards. B3 believes that group rewards could create a climate, which reduces rivalry and increases the helpfulness between financial advisors. B3 stated that their reward system should not only consist of a group reward, but a mix be- 33

39 tween individual and a group rewards. B3 stated that if the reward only is based on the group performance, it would easily lead to injustices. I believe that it actually can be good with both a group and an individual based reward system. But not only a group reward system, I think it is difficult to have a fair system like that - B3 According to B3 it is important to work for an employer who cares about their employees. B3 stated that she is satisfied with what her employer offers her in form of a company car, training, education and other benefits Reward systems The reward system is not as motivating for B3 as it is for some of her co-workers. B3 believes it is more important to focus on other variables such as creating value for clients. If she does this, it is most likely that she perform well enough to get a bonus. 4.9 Respondent B Work motivation Work motivation for B4 is that he can affect his salary in a large extent. This motivates B4 to devote more energy to his work. B4 mentioned that on his previous work when his salary was not based on how he performed, B4 did not put in an extra effort in his work either. I have experienced a big difference in my work motivation since I changed work. Much of this is due to that now I also get rewarded for the time I spent on my work - B4 In order to succeed as a financial advisor, it is also important for B4 to satisfy his clients. The best way to get satisfied clients is to manage their financial assets well. This creates a situation where the client is satisfied due to increased financial assets and B4 is satisfied because he gets rewarded. It goes hand in hand, if the clients are happy with my service I will received a bonus. So that is a good rule in this profession, keep your clients satisfied - B4 B4 has experienced that many of the financial advisors that have worked in the company longer that B4, gain motivation from having larger clients. Since B4 have not worked as an advisor for long, it is more about get a stable client base. According to B4 it is less motivating in his work when he failed with investments of clients financial assets. B4 stated that it is always tough when you need to tell a client that their financial assets have decreased. Believe me, it is never fun to tell a client that their financial assets are not looking so good due to the investments I have done. In that way your responsibility is huge, because your actions can have major consequences B4 B4 stated that responsibility in his professional is for the most part positive, since it contributes with that B4 becomes more careful in his choice of financial products. Further B4 mentioned that it can also be stressful, due to the consequences his actions can have. B4 has administrative work he must perform. For the most part this is perceived as unmotivating, but B4 also stated that if you have been out for a long day consisting of clients meetings, it can be relaxing to do some administrative work at the office later. 34

40 4.9.2 Management control systems Result control It is important for B4 to have goals to work towards. It is clear for him what the company expects from him in his work today. B4 described himself as a competitive person, and therefore goals inspire him to perform better. It is important that the goals are not too difficult to reach, since it is unmotivating for B4 when he fails to reach his goals. I like challenging myself and then goals to reach are a good way to get this going. But still, it must be reasonable goals, impossible goals to reach is not good - B4 B4 has freedom of actions to reach his goals, and he stated that this is important for him to feel that his work is meaningful. B4 argued that he has a master degree in economics and for that reason he has the right competences to have this kind of freedom in his work Action control B4 is strictly controlled when it comes to the documentation of his client interactions. Since B4 only worked for this company since 2012, he has not noticed any major changes in this area over time. This is might one of the reasons he does not finds it equally unmotivating as his co-workers. Still B4 expressed that there are times when he gets bored of all the paperwork. I know some of my co-workers that has worked as financial advisors for a long time that are unmotivated by all the administrative work they have to perform. Since I have not been working so long here I see it more as a part of the job, but of course there are days when I just want to do something else - B4 B4 said that he is using an IT-system in his administrative work that has been developed by his company. This helps him to get the work more organized but he still spends about forty-percent on documentation Social control B4 expressed that he has been grateful for all help he has got from co-workers since he started to work for the company and there is never any problem ask for advice. His employer has also been helpful to assist B4 with the right competences in form of training and education. This has been important for B4, because he then gain a greater understanding for the work as a financial advisor. B4 mentioned that they are not using any kind of group rewards. B4 is clear in that he does not think that will work, and that he would prefer to continue to work with an individually bonus Reward systems As mentioned before, B4 s reward system is based on his individual performances. It is motivating when he gets rewarded related to how he performs but B4 would prefer that a larger proportion of his salary consisted of a variable-salary (bonus). For me I would even like to have a salary that is more based on my performance then I have today, but I think that I am pretty alone with that opinion on the office - B4 Further B4 stated that if the job only would be based on a fixed-salary, B4 would probably change employer. 35

41 4.10 Respondent B Work motivation Work motivation for B5 is to create relationships with his clients. B5 mentioned that he works towards clients with large financial assets, because of this B5 has a fewer number of clients. This allows him to create strong relationships where his clients often become his close friends. Since I do not have so many clients I can dedicate more time to my existing clients. In that way I can build strong relationships and that is important in this profession, but also very fun - B5 It is motivating for B5 when he manages to increase clients financial assets. To succeed with this, B5 mentioned that it is important for him to have a great freedom of actions, when he chooses the financial product for his clients. This kind of freedom is something B5 has today. Without this kind of freedom B5 stated that his work would not be as important as it is today. I can make my own decisions when it comes to finding the best solutions for my clients, this makes it more fun and also you feel that what you is important - B5 Less motivating in B5 s work is when he gets the feeling of insufficiency for any of his clients. He mentioned that it does not happen so often but when it does it is not a nice feeling. The fear of being insufficient contributes to that B5 always prepare well before a client meeting. That is the worst feeling, when you feel that what you offer for the client is not enough and when it appears I must say that it is unmotivating to go to the work next day. I try to do something positive of it, and never come to a meeting unprepared - B5 B5 does not think the administrative work is less motivating for him. He described that many of his co-workers complain over it. B5 stated that because his client portfolio is not that big, he felt that the time he could spend on his clients is sufficient. B5 mentioned that sometimes it could be nice to have variety in the work also. Sometimes some of my client meetings are very long, and then it can be nice to come back to the office and just do something else - B Management control systems Result control As mentioned above, B5 has a great freedom of actions, when it comes to client interaction. It is important to have an employer that allows him to have this kind of freedom. It is also important to have freedom in the work when you have goals to achieve. B5 stated that he has constructed his goals together with his employer, this leads to that the goals are constructed in a correct way. I like that I am involved in setting my goals together with my boss. Often I have the best knowledge in how the prognosis for how much I sell every year looks like, therefor it would be strange if I was not present at those meetings - B5 According to B5 it is important to be involved in the design of the work-processes at his company due to the fact that he has work for the company for a long time. B5 also have the knowledge in how the working process should be designed. 36

42 Action control According to B5, they have requirements on documentation. B5 mentioned that many of his co-workers are affected negatively by the strict external control. B5 stated that the control does not affect him in a negative way. He believes that it is because he does not have so many clients, and due to that he has the time he need to offer them high quality on his services. As I mentioned before it is not negative for me, and it has much to do in that I do not have so many clients as many of my co-workers so I have time for the administrative work - B5 The strict regulation from Finansinspektionen is the right way to go for the financial sector. B5 stated that it is important to make it harder for rogue financial advisors to operate on the market Social control B5 stated that it is important for him to work for an employer that values the employees. B5 s employer shows appreciation towards B5 when he has done something good in his work. This is something B5 stated as positive, to receive this kind of feedback. They are not using any kind of group rewards. B5 stated that it could be positive with some sort of group reward but he does not think that the whole bonus system should be based on the groups performances Reward system The reward system is not based on any lower or higher cut off level. B5 argued that the reward system is motivating for him since it is based on his performance. B5 mentioned that he does not only get a monetary reward, it also consist of non-monetary rewards in the form of additional vacation days. This is something B5 has begun to appreciate more lately. When B5 was younger he stated that he preferred the monetary reward more. 37

43 5 Analysis In this chapter, all ten interviews are analyzed individually. The interviews are all analyzed in the same way and presented with the same structure. In the end of this chapter, there is an analytical summary of all ten interviews. We chose to show all individual analysis and the reader can find a summary under heading Respondent A Work motivation Intrinsic motivation and motivation factors It is important for A1 to build long-term relationships and that he sees his clients as friends. It is motivating for A1 to help his friends increase their assets. A1 further described that it is motivating to develop within his profession rather than receive a monetary reward. It is motivating for A1 to have large clients; this serves as recognition for a job well done. According to Herzberg (1968), these are motivation factors that are important for individuals in order to feel motivated and satisfied at work. This is also motivation that can be related to intrinsic motivation (Deci & Ryan, 2000). For A1 it is important to have a meaningful job and to receive feedback from his clients. A1 also experienced that he is responsible for the outcome of his asset management. This is aligned with the job characteristics model (Hackman & Oldham, 1980) and intrinsic motivation (Deci & Ryan, 2000) Extrinsic motivation and hygiene factors A1 described the importance of good working conditions and benefits in order to feel motivated at work. According to Herzberg (1968), these are hygiene factors that cannot increase motivation but they need to be fulfilled in order to feel motivated. A1 experienced that the external regulation is something that needs to be conducted in order to satisfy Finansinspektionen s requirements. This can be related to extrinsic motivation as an external regulation (Deci & Ryan, 2000). However, A1 experienced that (excluded the requirements on documentation) he has a great freedom of actions in his work, which is identification extrinsic motivation (Deci & Ryan, 2000) Management control systems Result control A1 has a great freedom of actions when he is working towards the pre-set goals. According to Merchant and Van der Stede (2012) it is important that the employees have freedom in their work if they are going to achieve their goals. This is particularly important for employees that possess a high competence (Merchant & Van der Stede, 2012). A1 stated that it is important for him to have freedom of actions when it comes to placing client assets. A1 stated that he is qualified for taking those decisions, due to his long experience as a financial advisor Action control The requirements on regulation have become stricter over time. A1 is now strictly controlled in his administrative work. A1 stated that he understands why this strict control is important, since he is well informed with the benefits it contributes with. According to 38

44 Merchant and Van der Stede (2012) is it important that employers informed their employees about the positive outcome their strictly controlled actions contributes with Social control A1 s employer provides him with education and training. A1 argued that it contributes a greater understanding for his profession. It also gives him better conditions to perform his work as a financial advisor according to A1. This can be related to Merchant and Van der Stede (2012) and Locke and Latham (2006) who described greater understanding for work as one of the factors training creates. A1 mentioned that they are using group rewards, which is not common for financial advisors. According to Merchant and Van der Stede (2012) group rewards creates a company culture where everyone are more open to help each other. A1 mentioned that the rivalry between the financial advisors has decreased, and they now have more contact with each other in their work Reward systems A1 mentioned that their reward system is designed in a good way, but it is still not as motivating for him as it is for his co-workers. This contradicts Locke and Latham (2006) theory that stated that a well-designed reward system is an important motivational factor in work. A1 mentioned that their reward system is based on how they perform. If A1 as a financial advisor performs well, he got also compensated for his performances by the reward system. This is one of the main criteria in a performance-based pay system according to Anthony and Govindarajan (2007). A1 s performance criterion is based on a financial criterion, which is the most common criterion according to Anthony and Govindarajan (2007). 5.2 Respondent A Work motivation Intrinsic motivation and motivation factors A2 described that it is important to have good client relationship in order to feel motivated at work. A2 also described how it is satisfying to get recognition for his accomplishments. This can be described as A2 s intrinsic motivation (Deci & Ryan, 2000). Further A2 described that he is motivated by responsibility and feedback, which can be related to the job characteristics model (Hackman & Oldham, 1980) and the elaborated work of Steers et al. (2004) on the theories of Maslow (1943) and Herzberg (1968) Extrinsic motivation and hygiene factors A2 described monetary rewards as highly motivating. This can be related to external extrinsic motivation since the bonus system is based on the company s requirements, which leads to that A2 want to satisfy the requirements in order to get the reward. Since they use group rewards, A2 feels the pressure to perform in order to deliver a good result to the group. This is A2 s introjected extrinsic motivation. However, Herzberg (1968) argues that this is a hygiene factor, which cannot create motivation, although it is the belief of A2 that it does. The requirements of Finansinspektionen do not serve as extrinsic motivation (Deci & Ryan, 2000). This is probably because it does not serve as a motivation factor (Herzberg, 39

45 1986). But also that the work task does not align with A2 s personality (Hackman & Oldham, 1976). The freedom of actions (except for the Finansinspektionen regulation) is highly motivating for A2. This can both be related to Hackman and Oldham (1980) and identification extrinsic motivation, which serves as a highly motivating force Management control systems Result control It is important for A2 s work motivation that he has a great freedom of actions when he working towards the pre-set goals of the company. A2 mentioned that he would be less motivating if he were strict controlled in the tasks that create value for the clients. This can be related to Merchant and Van der Stede (2012) who stated the importance of freedom of actions in result control. According to A2 it is important with clear goals in order to know what to achieve, otherwise it would have been unclear what the company expects from him. This is in line with Merchant and Van der Stede (2012); Locke and Latham (2006) theory that goals must be clear for the employees, so they received a greater understanding for the employers expectations Action control The strict documentation requirements affect A2 s motivation in a negative way. The documentation of his work is something A2 must perform, and because of that it is a form of action control according to Merchant and Van der Stede (2012). A2 mentioned that he possesses the right competences to not be controlled in his work. This can be related to Merchant and Van der Stede (2012) where employees that possess a high competences, often reacts more negatively on the action control. According to A2 it is important that the administrative work should be constructed in a more timesaving way. A2 does not see that all his actions in the administrative work leads to a positive outcome, which is important (Merchant & Van der Stede, 2012) Social control It is important for A2 to have an employer, which offers him the right conditions to perform his work. A2 mentioned that his employer offers him training and education regularly. Due to this A2 stated that his employer helps him to develop in his profession. This can be related to Merchant and Van der Stede (2012) who states that training increases employees understanding for their work, and also motivates them. A2 gets rewarded based on how they perform as a group. According to Merchant and Van der Stede (2012) group rewards are positive in that sense that it increases cooperation between the workers. This correspondents A2 s perceptions of the group reward system, but he further mentioned that it is much depending on the individuals that belong to the group. The group reward system would not have a positive outcome if everyone in the group did not performed well. This is something that Merchant and Van der Stede (2012) do not mention this in their theory Reward system According to A2 his goals are motivating for him in his work. A2 mentioned that a nonmonetary reward is not as motivating for him as it is for some of his co-workers. Accord- 40

46 ing to Merchant and Van der Stede (2012) it differs from each individual what motivates them. A2 s reward system is based on how much profit every employee contributes with. A2 mentioned that it is motivating to have a reward system that is based on their performances and this increases their effort to perform. This is also one of the benefits a performancebased pay system is supposed to contribute with (Anthony & Govindarajan, 2007). It is most common to use financial numbers as a performance criterion (Anthony & Govindarajan, 2007). This is also the case in A2 s reward system and as mentioned before this is what motivates him the most. 5.3 Respondent A Work motivation Intrinsic motivation and motivation factors A3 find client appreciation, recognition and a meaningful job motivating. These are all examples of intrinsic motivation (Deci & Ryan, 2000). However, these attributes can also be related to the Herzberg (1968) two-factor theory. What A3 described and the theory aligns well with A3 s motivation factors. A3 described that she find the freedom of actions (except for the Finansinspektionen regulation) motivating and according to Gagne (2014) this is a strong intrinsic motivation. Further, Hackman and Oldham (1980) and Steers et al. (2004) finds that this is strongly motivating when it comes to work motivation Extrinsic motivation and hygiene factors The fact that A3 values her freedom of actions can also be related to that the employer allows their employees to have certain flexibility at work. This can be related to extrinsic motivation and the sub-category identification (Deci & Ryan, 2000). The regulated tasks (by Finansinspektionen) A3 finds less motivating. This is probably since this work task does not contain any motivation factors for A3 (Herzberg, 1968) Management control systems Result control It is important for A3 to have freedom of actions in her work when it comes to regular work tasks such as investments. A3 mentioned that with a greater freedom of actions, comes greater responsibility. This corresponds with Merchant and Van der Stede (2012) who mentions that freedom of actions increases the responsibility for the employee. Further Merchant and Van der Stede (2012) mentions responsibility as something that increases motivation. This does not correspond with A3, since she mentioned responsibility as something that can affect her motivation in a negative way Action control A3 is strictly controlled in the administrative work in form of a documentation requirement from Finansinspektionen. According to Merchant and Van der Stede (2012) it is important that the employer have been clear in the benefits of the action control. A3 stated that it facilitates that she understand the positive effect the documentation work contributes with. 41

47 According to A3, they have an IT-system that supports them in the administrative work. This facilitates the administrative work, but A3 stated that the IT-system could be further developed. It is according to Merchant and Van der Stede (2012) important that the employees to work well must interpret the action control as a support system Social control A3 is satisfied with her employer today. She mentioned that her employer equips her with the right tools to be successful in her profession, and this is important according to Merchant and Van der Stede (2012). A3 mentioned that when she was recruited, that besides qualifications such as education, her employer found great importance on her personality. A3 stated that she believes this contributes with a working place where individuals have same goals. This can be related to Merchant and Van der Stede (2012) who mentions selection as an important part in social control. Further the two authors states that organizations must recruit employees that share the organizations values and norms. They are not using any kind of group rewards, this could be positive according to A3 since it could contribute to that every financial advisor work towards the same goal Reward system According to A3, her salary is divided in a fixed and a variable salary. A3 stated that it is important that her fixed-salary is the majority of her total salary. The reason for this is because it does not promote short-term thinking, which can have negative effects on the organizations according to Bandura (1997). 5.4 Respondent A Work motivation Intrinsic motivation and motivation factors A4 finds the feeling of success motivating, which is the same as achievement. Further A4 described that he over the years has increased the bar on himself, which is A4 s need for personal growth. A4 finds acknowledgement and recognition motivating. All these factors align with Herzberg s (1968) two-factor theory. Further A4 explains that he sees the great meaning of his profession and that is motivating. This aligns with Gomes et al., (2013) and Hackman and Oldham (1980) who argues that it is a strong motivational factor. All the above can be explained as A4 s intrinsic motivation (Deci & Ryan, 2000) Extrinsic motivation and hygiene factors A4 finds the reward system motivating. Although, this is not contradictive with Herzberg (1968) since A4 explains that it is really the recognition that comes with the monetary reward that is motivating. The reward system can be seen as a hygiene factor and extrinsic motivation Management control systems Result control A4 has freedom of actions when it comes to interactions with clients. A4 stated that with this kind of freedom arises a greater responsibility. For A4, responsibility is something he 42

48 wants in his work and it motivates him. That responsibility increases motivation can be related to Merchant and Van der Stede (2012). A4 also stated that in the beginning of his career he would not have so much responsibility as he has today. That this should change over time do not Merchant and Van der Stede (2012) mentions in their study Action control Finansinspektionen strictly controls A4, when it comes to documentation. A4 stated that this kind of work is not motivating but A4 understand why it is important. To have an understanding for the outcomes in the action control is important according to Merchant and Van der Stede (2012). A4 stated that the administrative work could be improved, even if the IT-system has made it more effective. According to Merchant and Van der Stede (2012) must the action control interpret as a support, and to do this, organizations must develop the process so they become more efficient Social control A4 is satisfied with the benefits his company offers him. He was for example offered a company car for a reasonable prize. Benefits like this make him motivated to go the extra mile for the company. A4 mentioned that his employer cares about their employees and this is important for the social control according to Merchant and Van der Stede (2012). They are not using any kind of group rewards, A4 prefer this because he stated that it is the most fair reward system. According to Merchant and Van der Stede (2012) is the individual reward system often perceived as the most fair Reward system A4 s reward system is a performance-based pay system (Anthony & Govindarajan, 2007). A4 mentioned that they have a lower cut off level, which they must reach before they receive any bonus. This can affect financial advisors to do businesses that are not favorable for the client. Anthony and Govindarajan (2007) mentions that the lower cut off level can lead to decreased motivation among the employees. A4 does not mention the lower cut off level this as concerning. 5.5 Respondent A Work motivation Intrinsic motivation and motivation factors A5 described that he sees the meaning of his profession and that he finds that motivating. What the study of Hackman & Oldham (1980) argues aligns with A5 s description. A5 further finds his freedom to influence and decide his work tasks as motivating. According to Gagne (2014), Hackman and Oldham (1980) and Steers et al. (2004) this is a important factor for the employees motivation Extrinsic motivation and hygiene factors Monetary rewards is motivating for A5, however not the main motivating factor. This might be a hygiene factor for A5, which cannot increase A5 s motivation but enable the other motivation factors (Herzberg, 1968). This is extrinsic motivation for A5 (Deci & Ryan, 2000). 43

49 5.5.2 Management control systems Result control A5 has goals to work towards in his work and to achieve these goals A5 has freedom of actions when it comes to interactions with clients. To have goals and freedom of actions can be related to result control according to Merchant and Van der Stede (2012). To have goals to work towards has become more important with age for A5. A5 said that it keeps him motivated even if he has work as a financial advisor since Merchant and Van der Stede (2012); Anthony and Govindarajan (2007) and Locke and Latham (2006) do not mention anything about that goals could become more important with age Action control According to A5 is he strictly controlled when it comes to the administrative work. This type of strict action control affects A5 s motivation in a negative way. He believes the regulation is too strict. According to Merchant and Van der Stede (2012) it is common that the action control affects experience and well-educated employees in a negative way Social control According to A5 are they not using any kind of group reward system. A5 stated that he believes it could be positive to combine the individual reward system with a group reward system. A5 believes that this would increase the willingness on the office among financial advisors to help each other. This is also one of the benefits Merchant and Van der Stede (2012) mentions Reward system A5 stated that the reward system is motivating but there are other factors than the reward system that motivates him more. A5 mentioned that he focuses more on create value for the clients, and if he managed with this it will also be showed in the reward system. This can be related to Locke and Latham (2006) who mentions that it is important that the employees not only focus on the reward system, but also on the actions, which contributes to the reward. 5.6 Respondent B Work motivation Intrinsic motivation and motivation factors B1 described that what motivate him the most is to develop in his profession. Further B1 expresses that recognition is important for his personal growth. This is a strong motivation factor (Herzberg, 1968). This is also a good example of intrinsic motivation where the motivation lies within B1 (Deci & Ryan, 2000). Responsibility is important for B1 s motivation, although too much responsibility might become a stressor. Steers et al. (2004) and Herzberg (1968) argues that responsibility is motivating but does not state that too much responsibility might be stressful Extrinsic motivation and hygiene factors Monetary rewards are not the main motivating factor, but still motivating. This is extrinsic motivation for B1. In B1 s case, Herzberg (1968) might be more applicable. This is a Hygiene factor, which cannot increase B1 s motivation, although it has to be fulfilled in order 44

50 for B1 to get motivated. His salary leads to motivation factors in form of achievements and recognition. B1 expresses that the requirements from Finansinspektionen is a drag on his motivation. He further expressed that the personality of financial advisors doesn t work with those kinds of requirements. According to Hackman and Oldham (1976), work motivation is influenced of how well the personality of a financial advisor and the work tasks match each other. In this case, it does not seem to match well and therefore it decreases the work motivation Management control systems Result control B1 described that he feels like a small company in the big organization where he is allowed to take own decisions. It is important for B1 to have freedom over his actions when he is working towards the goals, otherwise it would be stressful to not be able to influence the result. This can be related to Merchant and Van der Stede (2012) who mentions that it is important for employees to have a great freedom of action over results they are responsible for. B1 mentioned his goals as distinct and clear since it is financial numbers. Clear goals are an important part in the result control (Merchant & Van der Stede, 2012) Action control The control from Finansinspektionen has become stricter over time according to B1. Since freedom of actions is a motivational factor for B1, he stated that the requirements from Finansinspektionen affect B1 in a negative way. B1 mentioned his long experience as a financial advisor and due to this he does not want to be controlled in his work. It is common in organizations where the employees possess a high education and a high competence that the strict control affects employees in a negative way (Merchant & Van der Stede, 2012). B1 also stated that he understands the positive effects the documentation contributes with and this is why he performing the documentation in an accurate manner. This can be related to Merchant and Van der Stede (2012) who states that it is important in action control that the employees understands the positive outcome of their actions Social control It is important for B1 to have an employer who invests in their employees. According to B1 the company he works for do this through training and education and this contributes with better conditions for B1 to perform his work at a high level. This can according to Merchant and Van der Stede (2012) be related to social control where it is important for the employer to make sure there employees got all resources they need. They are not using any group rewards according to B1. B1 think this is positive because he believes it could be perceived as unfair. According to Merchant and Van der Stede (2012) contributes a groups reward system to more cooperation between the employees. B1 mentioned that the financial advisors at the office do not have so much contact with each other. B1 also stated that if a group reward system should work, it must be a group of financial advisors that performs at the same level. Merchant and Van der Stede (2012) do not mention anything about equal performance level between employees in their theory about group rewards. 45

51 Reward system It is common to have cutoff levels in the reward system according to Anthony and Govindarajan (2007). B1 mentioned that they have lower cutoff level in their reward system. This is negative according to B1 because it could increase the incitement for the financial advisor to choose products that increases their commission, so they reach the lower cut off level. Since Anthony and Govindarajan (2007) theory about lower and higher cut off levels are more general, they does not mention this as a negative effect, which a lower cut off level can lead to. It is motivating for B1 with a reward system which is based on how much their client s assets grows and this can be connected to Anthony and Govindarajan (2007) performancebased pay system theory. 5.7 Respondent B Work motivation Intrinsic motivation and motivation factors B2 receives the most of his motivation from recognition from clients and recognition from co-workers. He also expresses that the feeling of accomplishments is highly motivating. These factors are motivation factors (Herzberg, 1968) and intrinsic motivation (Deci & Ryan, 2000), which has a high motivational impact on B Extrinsic motivation and hygiene factors The monetary rewards are not the most motivating factor to B2, but it still motivates him. He argued that if he keeps his clients happy, which is most motivating, he would also receive a monetary reward. This is probably a hygiene factor that does not increase the motivation, but enables the motivation factors to increase his motivation (Herzberg, 1968). However, B2 does not experience an extrinsic motivation of the external regulation (Deci & Ryan, 2000) regarding the Finansinspektionen requirements. These activates could be classified as amotivation rather than extrinsic or intrinsic motivation Management control systems Result control Freedom of actions when it comes to client interactions is motivating for B2, since he stated that he has the right competences to take those kinds of decisions alone. Due to B2 s freedom of actions, his responsibility increases which is in line with Merchant and Van der Stede (2012) theories. B2 stated that increased responsibility is not always positive for the financial advisors, since some of his when that they when they possess a high competence. This is not in line with Merchant and Van der Stede (2012) theory about responsibility and increased motivation Action control Due to the requirements on documentation that has increased over time, B2 s work motivation has decreased. B2 stated that it is important that the company continues to develop the IT-system that helps them in the administrative work. Thus the administrative work would be more effective. According to Merchant and Van der Stede (2012) it is important that the action control interpret as a support and not as restrictions and this could a better IT-system contributes with. 46

52 Social control B2 mentioned that the cooperation between the financial advisors could be improved. Thus does the social control not work effectively according to Merchant and Van der Stede (2012). B2 stated that his employer offers him training and education, which is an important part in the social control (Merchant & Van der Stede, 2012). According to B2 this was important in his choice of a company, to have an employer who cares about their employees Reward system B2 s reward system is designed as a performance based system, where the rewards are based on how you perform as a financial advisor (Anthony & Govindarajan, 2007). B2 stated that they have a lower cut off level in his reward system, where he does not make any money before he has reached it. According to B2 it does not affect him so much, but he stated that it could affect new recruited financial advisors motivation. This negative effect on the motivation can be in the end of the month, when the lower cut off level is impossible to reach for them. Anthony and Govindarajan (2007) confirm that cut off levels have negative effects on motivation. B2 mentioned that he believes that everyone who works as a financial advisor is in some way motivated by the reward system. According to Locke and Latham (2006) the reward system then serves one of its purposes to be motivating for the employees. 5.8 Respondent B Work motivation Intrinsic motivation and motivation factors B3 experiences the client interaction as rewarding and motivating. B3 said that this is due to her outgoing personality. This aligns with Hackman and Oldham (1976) that the work tasks and the personality must match in order to be motivating. B3 described that she want to help her clients in the best way she can. This corresponds to B3 s intrinsic motivation, were she get her motivation from within (Deci & Ryan, 2000) Extrinsic motivation and hygiene factors B3 finds their reward system motivating. According to Herzberg (1968) this should not be the case. This is B3 s extrinsic motivation, were the motivating factor comes from an external influence (Deci & Ryan, 2000). Although, the consequence of the reward system is that a good salary might lead to recognition, which is motivating Herzberg (1968). B3 described that it is important to have an employer that provides a safe security in order to do her job well. This aligns with Herzberg s (1968) hygiene factors. This is a factor that needs to be fulfilled in order to develop motivation at work from motivation factors Management control systems Result control One of the main reason why B3 started to work as a financial advisor was because of the freedom of actions. B3 has freedom of actions when it comes to client relationships and investment activities. This kind of freedom can be related to result control (Merchant & 47

53 Van der Stede, 2012). It is also motivating for B3 to have goals to work towards and to be able to choose her own way to reach them. According to Merchant and Van der Stede (2012) is it important to encourage the employees to take own decisions Action control According to B3 she is strictly controlled by the documentation requirements from Finansinspektionen. This strict control can be related to action control (Merchant & Van der Stede, 2012). The requirements from Finansinspektionen affect B3 s motivation in a negative way. She described that the requirements are necessary but sometimes it experiences as a bureaucratic system. The IT-system they use has done the administrative work more effective, but it can be developed further according to B3. It is important according to Merchant and Van der Stede (2012) that the employer are very clear in the benefits with the action control, and also make the action control as effective as possible Social control B3 mentioned that they are not using any kind of group rewards. B3 believes it could increase the helpfulness between financial advisors, which is in line with Anthony and Govindarajan (2007) research. B3 stated that a mix between a group reward and an individual reward system had been to prefer. B3 stated that if the reward were only based on the group performance, it would easily lead to injustices. Merchant and Van der Stede (2012) mentions that the individual reward system usually are perceived as the most fair Reward system According to Locke and Latham (2006) is it important that the reward system is motivating for the employees. According to B3 is it not so motivating for her as it is for some of her co-workers. B3 believes it is more important to focus on other variables such as creating value for clients. According to Merchant and Van der Stede (2012) it often differs from each individual in what motivates them. 5.9 Respondent B Work motivation Intrinsic motivation and motivation factors B4 described that it is important for him to satisfy his clients. From this he gets recognition and personal growth. This is B4 s intrinsic motivation and also his motivation factors (Herzberg, 1968; Deci & Ryan, 2000). B4 feels motivated by that only he is responsible for his performance. He also has the knowledge of his own outcome. This is aligns with Hackman & Oldham s (1980) theory about motivation factors Extrinsic motivation and hygiene factors According to B4, the most motivating aspect of his work is the reward system. According to Herzberg (1968) this should not be the case, although it is. This is B3 s extrinsic motivation, were the motivating factor comes from an external influence (Deci & Ryan, 2000). Although, the consequence of the reward system is that a good salary might lead to recognition, which is motivating Herzberg (1968). 48

54 5.9.2 Management control systems Result control According to B4 it is important for him to have goals to work towards in his work. B4 mentioned that he has freedom of action to reach his goals and this can be related to result control (Merchant & Van der Stede, 2012). According to Merchant and Van der Stede (2012) goals should make it clear what the employer expects from their employees. B4 stated that the goals make it more clear what the company expects from him in his work. According to B4 he stated that he has the right competences to have freedom of actions. He mentioned also that he has a master degree in economics. According to Merchant and Van der Stede (2012) freedom of actions is more important for individuals that possess a high competence and education Action control B4 is strictly controlled when it comes to the administrative work due to requirements from Finansinspektionen. This is a type of action control according to Merchant and Van der Stede (2012). It is important according to Merchant and Van der Stede (2012) that the organization facilitates the action control as much as it is possible. B4 stated that they have an IT-system that helps them, but still he has to spend among forty percent on the administrative work Social control Since B4 is quite new at his profession as a financial advisor, he is grateful for the help he has got from co-workers. This characterizes an organization where the employees always can ask each other for advice (Merchant & Van der Stede, 2012). B4 is not positive to a group reward system since he believes it works better that they got paid after their individual performances. It is not in line with Merchant and Van der Stede (2012) research, which mentions the benefits of a group reward system Reward system As mentioned before, B4 s reward system is based on an individual performance-based pay system (Anthony & Govindarajan, 2007). According to B4 he would prefer that the proportion consisted of a larger share of variable-salary. The reward system is a strong motivator for B4 and that is important if the reward system should serve its purpose (Locke & Latham, 2006) Respondent B Work motivation Intrinsic motivation and motivation factors B5 stated that it is motivating to build close relationships with his clients and that he would feel bad to let hem down. This motivation factor can be related to his intrinsic motivation, where he feel motivated to satisfy his clients since it gives him an pleasant feeling (Deci & Ryan, 2000). A4 stated that he finds the freedom of actions (except for the Finansinspektionen regulation) motivating. According to Gagne (2014), Hackman and Oldham (1980) and Steers et al. (2004) this is a strong motivator. 49

55 Further B5 stated that without the action freedom, his job would not be as important and meaningful since the clients could perhaps make better choices that B5. This freedom leads to a sense of meaning, which is motivating (Hackman & Oldham, 1980) Extrinsic motivation and hygiene factors B5 finds that the administrative work (Finansinspektionen requirements) is not a drag on his motivation, but the contrary. In this case, the requirements from Finansinspektionen serves as an extrinsic motivation were B5 finds it motivating to satisfy an external party (Deci & Ryan, 2000) Management control systems Result control B5 has great freedom of actions, when it comes to interactions with the clients. It is motivating for B5 to have goals to work towards. According to B5 he has set up his goals together with his employer, and this contributes to that the goals are set correctly. Merchant and Van der Stede (2012) mention correct set goals as important but they do not mention anything about that the employer should be involved in this process Action control According to B5, he has requirements on documentation that he has to perform. B5 stated that this strict control does not affect him in a negative way. This is because he does not have so many clients, due to that he has the time he needs to create value for his clients. This can be related to Merchant and Van der Stede (2012) who mentions that it is important that the action control does not prevent the employees in their work Social control B5 s reward system is not based on any group rewards. B5 stated that it is important that the whole bonus should not be based on the groups performances, then it would not be so motivating ant to have a motivating reward system is important according to Locke and Latham (2006) Reward system According to B5 is his reward system based on a performance-based pay system (Anthony & Govindarajan, 2007). B5 mentioned that he is not only gets a monetary reward, it also consist of non-monetary in form of additional vacation days. Non-monetary rewards has become more motivating for B5 over the years. According to Merchant and Van der Stede (2012) it differs from each individual in what motivates them, but they don not mention that it could change over time for an individual Analytical summary Work motivation Intrinsic motivation and motivation factors Generally for all financial advisors, much of their time is allocated to build client relationships. Most of the respondents stated that the client interactions are motivating for them. Some mentioned that one of the reasons for this is that their personality is outgoing. This can be related to Hackman and Oldham (1976) who states that it is important that the employees personality and the work match in order to be motivating. Depending on how 50

56 large financial assets the client has, it affects some of the financial advisors motivation. They mention this as recognition, when they manage to sign a client with large financial assets. When recognition motivates an individual, it can be related to intrinsic motivation (Deci and Ryan, 2000). This is due to that the motivation does not come from an external factor, but from within (Deci & Ryan, 2000). It is important to receive recognition in order to feel motivated according to Herzberg (1968) and Maslow (1943). Thus, it is consistent with the empirical data. Recognition is something that has become more important with age for some of the financial advisors. Herzberg (1968) and Maslow (1943) do not mention anything about that recognition becomes more important for the work motivation with age. Most of the respondents found freedom of actions motivating, which they have except when it comes to the documentation requirements from Finansinspektionen. It contributes to that they are allowed to use their competences without restrictions in their work. According to Maslow (1943), Herzberg (1968) and Hackman and Oldham (1980) freedom of actions in work is an important factor for employee work motivation. Some of the respondents mention freedom as important, because they believe they have the right competences to manage their job in their own way. How the freedom in their work is related to the individuals competence can be related to Merchant and Van der Stede (2012) who mention that employees who possesses high competence have a greater need of freedom in their work. Some of the financial advisors in the study mentioned that with this kind of freedom in work, the responsibility increases. Responsibility is a motivation factor that increases the motivation according to Herzberg (1968) and Hackman and Oldham (2000). For most of the respondents, responsibility also increases the motivation for them. However some of the respondents mention that too much responsibility can be stressful. Since the respondents in this study possess a high competence in their profession, it contradicts Merchant and Van der Stede (2012) and Steers et al. (2004) who states that responsibility is only stressful for employees who lacks competence. Most of the financial advisors mentioned that it is important to feel that they are developing and growing in their profession. According to Herzberg (1968), personal growth is a motivation factor, which increases employees motivation and this is consistent with the respondents answers. Personal growth is also an example of intrinsic motivation according to Deci and Ryan (2000). The respondents did not describe or mention any external factors in why personal growth is motivational, which indicates on that personal growth is of intrinsic character (Deci & Ryan, 2000). Other motivation factors the respondents mentioned were feedback from clients and having a meaningful job. Both these motivation factors belong to Hackman and Oldham (1980) job characteristics model Extrinsic motivation and hygiene factors Salary is according to Herzberg s (1968) two-factor theory a hygiene factor. Herzberg (1968) argues that hygiene factors cannot increase motivation. However it has to be satisfying in order for the motivation factors to increase motivation. The majority of the financial advisors contradict Herzberg s (1968) two-factor theory, according to them salary in form of monetary rewards is motivating for them. Monetary rewards are according to Deci and Ryan (2000) a form of extrinsic motivation since the motivating factor comes from an external influence. 51

57 One of the respondents makes an interesting connection between salary and recognition. According to A4 it is the recognitions that come with the monetary reward that is motivating. According to Herzberg (1968) recognition is a motivation factor. Herzberg (1968) does not mention any correlation between hygiene factors and motivation factors, although a hygiene factor can reinforce a motivation factor. Further we believe that monetary rewards can create a feeling of success/achievement/recognition, which is a motivating factor and can be seen as an intrinsic motivation (Herzberg, 1968; Deci & Ryan, 2000). Most of the financial advisors mention that factors such as job security important. According to Herzberg (1968) job security a hygiene factor. The financial advisors mentioned that job security is something important in their work, but it is not one of the main motivational factors. None of the respondents state that job security creates motivation; instead they mentioned that it is important that they have job security. This can be related to Herzberg (1968) who states that hygiene factors such as job security cannot create motivation but has to be satisfying as mentioned above. Most of the respondents argued that the freedom of their work is a highly motivating factor (except for the regulatory duties). According to Deci and Ryan (2000) this is the identification of extrinsic motivation and a highly motivating factor. The requirements from Finansinspektionen are not experienced as extrinsic motivation according to the financial advisors. This since it does not serve as a motivation factor (Herzberg, 1968). The financial advisors do not see the administrative work as motivating; some of them explain that the reason for this is because it does not align with their personality. This can be related to Hackman and Oldham (1976) who states that it is important that the work design match the employees personality; otherwise it will affect the work motivation negatively. Some of the financial advisors mentioned that the reason for this is because they apply for the job because of the client contact, which differs in the job characteristics towards the paper work Management control systems Result control The financial advisors have in common that it is important for them with freedom of actions when it comes to the actions that creates value for the clients. The respondents experience that they have this kind of freedom, which increase their work motivation. There are a correlation with Maslow (1943) and Herzberg (1968) who states that it is important for employees to have control over their work situation and the tasks they perform. A majority of the financial advisors mentioned that freedom in their work is important, due to that they possess the right competences to take important decisions by themselves. This can be related to Merchant and Van der Stede (2012) who mentions that freedom of actions are more important for employees with high competence. Further Merchant and Van der Stede (2012) state that with increased freedom comes increased responsibility. This corresponds with the financial advisors answers, which confirms that their freedom of actions increases their responsibility in their work. Most of the financial advisors experience this increased responsibility as motivating. This is in line with Hackman and Oldham s (1980) job characteristics model, which describes responsibility as an important motivational factor for employees. The financial advisors in the study stated that it is motivating because of their many years of experience, which make them confident to have much responsibility in their work. 52

58 A few of the respondents stated that increased responsibility is not always positive for the motivation, since greater responsibility can be stressful. It seems like financial advisors that have less experience interpret responsibility as something negative and it becomes more positive with experience. One of the financial advisors stated that in the beginning of his career as a financial advisor he would not want to have so much responsibility as he has today. This contradicts Hackman and Oldham (1980) and Merchant and Van der Stede (2012) who states that responsibility is something that increases the motivation. Further the authors do not mention anything about that the responsibility becomes more motivating for employees with experience. It is important according to Locke and Latham (2006) and Merchant and Van der Stede (2012) that employees have clear goals in their work. The financial advisors stated that they are working towards clear goals, and this makes it clear what is expected from them. One of the financial advisors designed his goals together with his employer and this contributes to that the goals are set correctly. Merchant and Van der Stede (2012) mention correct set goals as important but they do not mention anything about that the employer should be involved in this process. However, Hackman & Oldham (1980) argue that employees should be involved in the design of their work Action control The action control consists of a documentation requirement from Finansinspektionen, which entails that the financial advisors must perform certain administrative work. According to Merchant and Van der Stede (2012) action control is when employees is being strictly controlled in their work and therefore the requirements from Finansinspektionen are a form of action control. The action control from Finansinspektionen is not motivating for the financial advisors. This is due to that the administrative work is interpreted as time consuming and in some cases unnecessary. Many of the financial advisors mentioned that they spend around percent of their workday on these documentation requirements. Some of this time they instead would prefer to spend on work that creates value for the clients. Further they said that they do not want to be controlled in their work, some stated that they believe they have the right experience and competence to take decisions on their own. This can be related to Merchant and Van der Stede (2012) who state that high qualified employees often appears to be more negative towards the action control than employees with lower competence. According to Merchant and Van der Stede (2012) it is important that the action control is interpreted as a support and not as restrictions. This is not the case today according to the financial advisors. They mentioned that an IT-system has been implemented and this has made the administrative work more efficient, but they still believe that the IT-system could be further improved. This would contribute to that the administrative work would not be interpreted as a restriction and it would be less time consuming. This will also lead to that the financial advisors could spend more time on work tasks that creates value for their clients. Many of the respondents argued that they became financial advisors to work with clients, and not with administrative work. In this way the administrative work does not match the financial advisors personality and it is important that it does (Hackman & Oldham, 1976). Most of the financial advisors mentioned that they understand the benefits the documentation contributes with. This is something Finansinspektionen and the employer have succeeded with; informing the financial advisors what the benefits with the action control are. It is important that the employer informs the employees about the benefits that the action 53

59 control contributes with (Merchant & Van der Stede, 2012). This is also something the financial advisors confirm, that even if they do not see the administrative work as motivating, they perform it well due to that they are well informed of the positive outcome it has Social control The financial advisors stated that it is important that their employer gives them the right conditions to perform their work at their very best. One way to do this is, according to the financial advisors, is to provide them with training and education. This increases their understanding for their job and gives them better conditions to perform their job, which is in line with Merchant and Van der Stede s (2012) theories. Further Locke and Latham (2006) mention that a better understanding for employees about their work is important. A greater understanding is what training and education contributes with according to the financial advisors. Some of the financial advisors also mentioned that because of the training and education their employer offers them, they feel that their employer cares about them. This is important according to Merchant and Van der Stede (2012) regarding social control and it makes the financial advisors go the extra mile for their employer. There are divided opinions when it comes to the benefits of a group reward system among the financial advisors. Some of the financial advisors that have a group reward system mentioned that it has increased the cooperation between them. This is one of the benefits with a group reward system (Anthony & Govindarajan, 2007; Merchant & Van der Stede, 2012). The financial advisors that have the group reward system argued however that the reason why it has worked out so well is because that work effort is equal between the financial advisors. Further they mentioned that if this had not been the case the group reward system would be interpreted as unfair. Merchant and Van der Stede (2012) mention that unfairness is one of the disadvantages that a group reward system can cause. Some of the financial advisors believe it would be best if it where a combination between an individual reward and a group reward. They believe this would increase the cooperation between the financial advisors but also be fair since you are rewarded for what you achieved by your own. Neither Merchant and Van der Stede (2012) or Anthony and Govindarajan (2007) do mention anything about what a combined reward system could contribute with Reward system The financial advisors reward system is designed as a performance-based pay system. To get rewarded related to their results is one of the main criteria in a performance-based pay system (Anthony & Govindarajan, 2007). Some of the financial advisors mentioned that because their reward is based on their performances it also increases their effort to perform well. This is also one of the factors a performance-based pay system contributes with (Anthony & Govindarajan, 2007). Their performances are based on a financial criteria and this is also the most common criterion (Anthony & Govindarajan, 2007). It is important according to Locke and Latham (2006) that the reward system is working as a motivating factor. Most of the financial advisors experience that their reward system is motivating. Further some financial advisors mentioned that the reward system is more motivating for their co-workers and this can be related to Locke and Latham (2006) who state that individuals are motivated by different motivational factors. One of the financial advisors mentioned that he is getting more motivated by creating value for customers and he mentioned if he succeed with this he will get rewarded. It is important to not only focus on the reward system, but also on the action that contributes to the reward (Locke & Latham, 2006). 54

60 Some of the financial advisors have a lower cut off level in their reward system. The financial advisors must reach the lower cut off level before they receive any reward. One of the financial advisors stated that it could affect new recruited financial advisors motivation, since they have more difficult to reach the lower cut off level. This can be related to Anthony and Govindarajan (2007) who mention that a lower cut off level can decrease employees motivation. Further some of the financial advisors mentioned that it could increase the incitement for the financial advisors to do businesses that are not favorable for the client. For example, it can cause that the financial advisor choose financial products that provide more commission but is not favorable for the client. Anthony and Govindarajan (2007) do not mention this negative aspect in their theories about lower cut off level. 55

61 6 Discussion The discussion chapter will be divided into three sections were each of our research questions will be discussed separately. We will use the results from the analysis chapter and add our own thoughts and ideas in order to explain our findings. 6.1 What do financial advisors perceive to be the most effective motivational factors? We have found in our study that client interaction is an important motivational factor for the financial advisors. This was one of the main reasons why many of them applied for the job in the first place. Many of the financial advisors did not have much or any client interaction in their previous jobs and it was the main reason why they became financial advisors. It is important that the employers continue to let their financial advisors spend time on creating relationships with the clients. First, it is important for the financial advisors motivation and second it also contributes to that the client is less likely to switch to a competitor, which is also in the employers interest. Our conclusion is that the financial advisors often have a certain type of personality that drives them to customer interaction. Our theoretical framework supports this theory, were Hackman and Oldham (1976) argue that the work tasks must be aligned with the employees motivation in order for them to feel motivated. It is also important for employers when they recruit new advisors, that they lay much weight on the personality of their new employees in order to keep this factor going. This also have the support of our theoretical framework were Merchant & Van der Stede (2012) argue that the recruitment process must focus on the personality. The strive towards client interaction can be described as a strong intrinsic motivation. It creates satisfaction and interest among the financial advisors. According to Deci and Ryan (2000) intrinsic motivation is the strongest form of motivation, however, they argue that extrinsic motivation increases with age and intrinsic motivation decreases. We found it to be the other way around. We found that the older and more experienced our respondents were, the more they valued intrinsic motivators. The younger and more inexperienced the respondents were, the more they valued extrinsic motivation (monetary rewards). We cannot explain this but encourage other researchers to conduct further studies on this contradiction. It is more motivating for some of the financial advisors if their clients have large financial assets. We believe that there is a correlation between years in the profession and client asset size. It becomes more important the more experience the advisor has, that he or she has clients with large financial assets. When they have worked in the branch for a while, in order to be motivated by recognition and achievement, their clients must have larger assets. Therefore it is important that the employer provide the more experienced financial advisors with clients with larger financial assets. In this way they will have advisors that feel they improve in their profession and receive recognition and achievement which work as a motivational factor (Herzberg, 1968). Financial advisors will also feel that they are developing in their profession, which is important for them in order to feel motivated (Herzberg, 1968). We also found that most of the financial advisors were motivated by their monetary rewards. According to Herzberg (1968), salary is a hygiene factor and cannot be a factor that increases motivation. It is necessary that the salary is acceptable for the employee in order to gain motivation from the motivation factors. However, most of the advisors describe that their salaries motivate them. We believe that this is because the money itself is not the 56

62 motivating factor, but rather the feeling of success, recognition and achievement that comes with it. Those kinds of factors are motivating (Herzberg, 1968). A monetary reward can also be seen as an extrinsic motivation where employees get motivation from an external factor, in this case a monetary reward. It is important for the financial advisors to have freedom of actions in their work, which can be related to result control (Merchant & Van der Stede, 2012). The respondents mentioned that this is important, since they stated that they have the right competences to take decisions on their own. When it comes to interactions with clients all of the financial advisors claimed that they are satisfied with the freedom of actions they have today. It is important for the financial advisors motivation that their work continues to be free and not become more standardized. One of the main reasons why this is important is much because all of the financial advisors possess a high competence, and for those employees it is especially important with freedom of actions in the daily work. Freedom of actions increases the financial advisors responsibility according to the respondents. Responsibility is a motivational factor for most of the financial advisors but for some it is interpreted as stressful. We believe that it is important for employers to localize those individuals that find the responsibility stressful in order to decrease their responsibility. Both responsibility and freedom of actions can be seen as motivation factors, which is motivating for the employees (Maslow, 1943; Herzberg, 1968; Hackman & Oldham, 1980). 6.2 How does the external control influence the motivation of financial advisors? The external control consists of a requirement on documentation from Finansinspektionen. Since the financial advisors are strictly controlled by this external control this can be related to a strict form of action control (Merchant & Van der Stede, 2012). All of the financial advisors mentioned the external control as unmotivating and it is important that the employer is aware of this. Unmotivated employees have a severe negative effect on the organization s performance (Herzberg, 1968). What we have found that the decreased motivation due to the requirements on documentation is much because it does not match the financial advisors personality. As described above Hackman and Oldham (1976) argue that the work tasks must be aligned with the employees personality in order to be motivating. We believe that most financial advisors are outgoing persons who like client interaction and to make asset investments. Paperwork that sometime is seen as unnecessary takes away time that could be spent on the activities that is motivating. The advisors in this study estimate that those kinds of activities allocate about 30-50% of their entire workday. We believe that this allocation is general for the entire financial advisory business due to the requirements on documentation. However, IT-systems have been introduced that serve the purpose of reducing the time allocated on these activities. There is a form of extrinsic motivation called external control that creates motivation for the employees when they try to satisfy an external actor or get a reward/avoid punishment (Deci & Ryan, 2000). We believe that the financial advisors in some way get this type of motivation to perform those kinds of activities in a good way. If they do not perform the requirements from Finansinspektionen in a correct way, they will probably loose their job and their license to practice financial advisory. If there were no kind of motivation to perform those activities, advisors would probably not perform them well or at all. Since those activities are seen as unmotivating, they would have been even more unmotivating if no form of extrinsic motivation would be present. 57

63 We recommend employers to educate their employees and explain why the requirements are necessary and what benefits it contributes with for the advisor, the company and the society. Activities that are a drag on motivation can be more motivating if the individual performing these activities understands the benefits it contributes with (Merchant & Van der Stede, 2012). It is also important that the control is interpreted as a supportive element for the advisor, if not the drag on the individual s motivation will be consistent (Merchant & Van der Stede, 2012). However, in this study we can see that almost all of our respondents in some way understood the underlying meaning and benefits of this kind of external control. In that way the employer and the external party (Finansinspektionen) have succeeded. Without this kind of knowledge, the financial advisors would probably be more skeptical and it would be an even bigger drag on their motivation. 6.3 How could the work be designed to maximize the motivation of financial advisors? We have identified the seven most outstanding and influencing types of actions. In Table 5 below the different types of actions and which management control system (result, action or social control) they belong to is described. Table 5 - Actions Result control (RC) Action control (AC) Social control (SC) Freedom of actions Education Working toward goals External control Training Responsibility Group Rewards Two actions have a negative impact on the financial advisors motivation. The requirements from Finansinspektionen is a form of action control and has a negative impact on motivation and for advisors with less experience, responsibility (result control) is a motivational drag. On the other hand, there are six actions that are motivating for financial advisors, freedom of actions (result control), working towards goals (result control), education and training (social control), group rewards (social control) and responsibility for the experienced advisors (result control). The different types of actions are illustrated in Figure 4 below. According to the financial advisors, the external control (action control) is a drag on their motivation. This external control should of course be minimized in order for the advisors to be highly motivated at work. We recommend employers to take this seriously and minimize this action control as much as possibly. Most advisors state that their employers have already started the work with implementing IT-systems that make certain documentation work tasks more efficient. However, the employers should increase their investments in ITsystems in order to speed up the development. By lowering the allocated time for this external control, advisors can instead spend their time on value-creating processes that both increase company revenue and the motivation of the advisors. By lowering the external control, the advisors freedom of actions (result control) can increase. All of the respondents confirm that this is a highly motivating factor. This will result in that work motivation increases and the value-creating activities and company revenue might increase as well. Also, as mentioned in the first research question, client interaction is highly motivating for the advisors. 58

64 Freedom of ac[ons (RC) Working towards goals (RC) Training (SC) Educa[on (SC) Group Rewards (SC) Responsibility for experienced financial advisors (RC) Requirements from Finansinspek[onen (AC) Responsibility for inexperienced financial advisors (RC) Figure 4 - Illustration of actions The other action that the advisors feel is a drag on their motivation is responsibility (result control), but it is only advisors with little experience that feel this way. Advisors with more experience feel that responsibility is a motivating factor. Employers should redistribute the responsibility from less experienced advisors to experienced in order to increase the work motivation. It is important that employers continue to offer their employees education and training (social control). Most advisors state that it is motivating to receive these actions from their employer. This can be related to Herzberg s (1968) motivating factors, due to that it creates personal growth. However, we also believe that it does not necessarily need to create personal growth but it could also be seen as a hygiene factor that needs to be fulfilled in order to be motivated. There are of course obvious advantages with education and training such as increased competence and satisfied employees (since they feel that their employer invest in them). As mentioned above, freedom of actions (result control) is motivating and there is a high level of freedom today. Employers must make sure it stays that way. Some part of the financial advisors work tasks cannot have complete freedom of actions (e.g. documentation requirement). Although employers should look over the possibility to, in some way, make the documentation requirements individual so some freedom of actions can occur. For example, it could be individually decided when (time-wise) the actual documentation should be performed. The financial advisors all described it motivating to work towards goals (result control), and it seems to be working well today. We encourage employers to keep setting clear, reachable goals, preferably together with their employees. Also, employers should consider group rewards (social control) as a part of each individual s bonus. A clear majority of all respondents found it positive to have a group reward system in order to create spin-off effects regarding motivation and reduce rivalry. This is a hygiene factor (Herzberg, 1968) that 59